WO2017186271A1 - Procédé et module de gestion pour gérer des données vocales générées par un système de gestion d'appel - Google Patents

Procédé et module de gestion pour gérer des données vocales générées par un système de gestion d'appel Download PDF

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Publication number
WO2017186271A1
WO2017186271A1 PCT/EP2016/059268 EP2016059268W WO2017186271A1 WO 2017186271 A1 WO2017186271 A1 WO 2017186271A1 EP 2016059268 W EP2016059268 W EP 2016059268W WO 2017186271 A1 WO2017186271 A1 WO 2017186271A1
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WO
WIPO (PCT)
Prior art keywords
call
managing
managing module
queue
level
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/EP2016/059268
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English (en)
Inventor
Hongxin LIANG
Rafia Inam
Leonid Mokrushin
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Telefonaktiebolaget LM Ericsson AB
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Telefonaktiebolaget LM Ericsson AB
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Priority to PCT/EP2016/059268 priority Critical patent/WO2017186271A1/fr
Publication of WO2017186271A1 publication Critical patent/WO2017186271A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4286—Notifying a held subscriber when his held call is removed from hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/18—Comparators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2250/00—Details of telephonic subscriber devices
    • H04M2250/74—Details of telephonic subscriber devices with voice recognition means
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms

Definitions

  • Embodiments herein relate to computer systems, such as telecommunication systems.
  • a method and a managing module for managing voice data generated by a call managing system are disclosed.
  • a corresponding computer program and a carrier therefor are also disclosed.
  • Computer systems are used to perform various tasks.
  • One task that a computer system may be designed to perform is to manage customer support services and help lines via telephone.
  • An existing computer system designed to manage customer support, works as follows. When a customer makes a call to a customer support service through a phone, the call is handled by the computer system, before the customer can talk to a person who will attempt to help the customer with its questions and/or concerns. Sometimes the computer system handles the call before the customer is allowed to be served by an automated customer support, i.e. a computer. If all lines to an automated or manual support person are busy, the computer system puts the customer's call in a call waiting queue, in which a latest arrived call is put last in the queue.
  • the computer system keeps the customer notified about the current position in the queue at regular intervals by playing back a synthesized and/or recorded voice message, such as "your current position in the queue is fifteen" or "your current estimated waiting time is fifteen minutes”. If the waiting time is long or number of preceding calls is high, it can be very annoying for the customer.
  • a disadvantage is that the customer has to keep listening to the voice messages while waiting for its turn. While waiting for its turn, the customer cannot do anything useful because the call itself is very distracting even when using hands-free methods such as headphones or speakers.
  • a known solution sometimes referred to as “virtual queueing" to this problem allows the customer to express a desire to receive a callback when there is available capacity for serving the customer, and then hang up in order to do other things.
  • a problem with this solution is that a call center having such functionality needs to be adapted.
  • a disadvantage is that an adaption of the call center may be costly.
  • An object may be to provide an alternative solution for making the user free to do other tasks while waiting to be served, e.g. by a person.
  • the object is achieved by a method, performed by a managing module, for managing voice data generated by a call managing system.
  • the managing module receives, from the call managing system, current voice data indicating a current queue level of a call to the call managing system, wherein the current queue level is given in relation to a queue of calls, wherein the queue of calls is managed by the call managing system to keep track of which call, among the calls of the queue, is to be served next.
  • the managing module determines the current queue level based on the current voice data by use of voice recognition.
  • the managing module indicates that the condition is fulfilled, when the current queue level fulfils a condition relating to that the call is to be served.
  • the object is achieved by a managing module configured for managing voice data generated by a call managing system.
  • the managing module is configured for receiving, from the call managing system, current voice data indicating a current queue level of a call to the call managing system, wherein the current queue level is given in relation to a queue of calls, wherein the queue of calls is managed by the call managing system to keep track of which call, among the calls of the queue, is to be served next.
  • the managing module is configured for determining the current queue level based on the current voice data by use of voice recognition.
  • the managing module is configured for indicating that the condition is fulfilled, when the current queue level fulfils a condition relating to that the call is to be served.
  • the object is achieved by a computer program and a carrier therefor corresponding to the aspects above. Thanks to that the managing module determines the current queue level based on the current voice data by use of voice recognition, the managing module is able to monitor the current queue level of the call.
  • the current queue level may refer to a current number of calls to be served before the call, i.e. the call whose queue level is monitored.
  • the current queue level may, also or alternatively, refer to an estimated number of minutes left before the call is to be served, i.e. when the estimated number of minutes has lapsed it is expected that the call is to be served.
  • the managing module when the current queue level fulfils a condition relating to that the call is to be served, the managing module indicates that the condition is fulfilled, e.g. such that a user of a user equipment, eventually, is made aware of that the call is expected to be served.
  • the condition may be given by a threshold for number of calls to be served before the call, or alternatively or additionally, the condition may be given by a limit for minutes left before the call is expected to be served.
  • the user will be notified sufficiently in advance of a point in time at which the call is actually served, e.g. by a person designated to serve at least some of the calls or by the call managing system.
  • the user does not have to occupy her/him-self with monitoring of the queue.
  • the user may beneficially focus on other activities when queuing to be served.
  • Figure 1 is a schematic overview of an exemplifying network in which
  • Figure 2 is a combined signaling and flowchart illustrating some first
  • Figure 3a - Figure 3d are illustrations of display appearances of a user equipment
  • Figure 4 is a combined signaling and flowchart illustrating some second embodiments herein
  • Figure 5 is a combined signaling and flowchart illustrating some third
  • Figure 6 is a block diagram illustrating embodiments of the network node.
  • Figure 1 depicts an exemplifying network 100 in which embodiments herein may be implemented.
  • the network 100 may for example be a network such as Long-Term Evolution (LTE), e.g. LTE Frequency Division Duplex (FDD), LTE Time Division Duplex (TDD), LTE Half-Duplex Frequency Division Duplex (HD-FDD), LTE operating in an unlicensed band, or a Wideband Code Division Multiple Access (WCDMA), Universal Terrestrial Radio Access (UTRA) TDD, Ultra-Mobile Broadband (UMB), Global System for Mobile communications (GSM) network, GSM/Enhanced Data Rate for GSM Evolution (EDGE) Radio Access Network (GERAN) network, EDGE network, a network comprising of any combination of Radio Access Technologies (RATs) such as e.g. Multi-Standard Radio (MSR) base stations, multi-RAT base stations etc., any 3rd Generation Partnership Project (3GPP) cellular network, WiFi networks, Worldwide Interoperability for
  • LTE Long-Term Evolution
  • FDD Frequency Division Duplex
  • TDD Time Division Duplex
  • HD-FDD LTE operating
  • the embodiments herein may in particular be implemented in a managing module 110, which may be communicatively connected 101 to a call managing system 120. Communication between the managing module 1 10 and the call managing system 120 may be handled by the network 100.
  • the network 100 may be said to comprise a user equipment 130. This means that the user equipment 130 is present in the network 100.
  • the user equipment 130 may be communicatively connected 102 to a network node 140.
  • the network node 140 may be comprised in the network 100, which thus handles communication to/from the user equipment 130.
  • the term "user equipment” may refer to a wireless
  • M2M machine-to-machine
  • PDA Personal Digital Assistant
  • smartphone a laptop or personal computer
  • PC personal computer
  • an internal or external mobile broadband modem a tablet PC with radio communication capabilities
  • portable electronic radio communication device or the like The term “user” may indirectly refer to the wireless device. Sometimes, the term “user” may be used to refer to the user equipment or the like as above. It shall be understood that the user may not necessarily involve a human user. The term “user” may also refer to a machine, a software component or the like using certain functions, methods and similar.
  • the managing module 1 10 may be comprised in the user equipment 130.
  • the first embodiments are described with reference to Figure 2 and 3a - 3d.
  • the managing module 1 10 may be comprised in the network node 140.
  • the second embodiments are described with reference to Figure 4.
  • the user equipment 130 and the network node 140 comprises a respective managing module 110a, 110b.
  • the respective managing modules 1 10a, 1 10b may negotiate with each other in order to determine which one of the respective managing module 1 10a, 1 10b that shall be active.
  • the third embodiments are described with reference to Figure 5.
  • a user of the user equipment 130 wishes to get through a queue of calls to become served by e.g. a person or a machine.
  • the queue of calls is managed by the call managing system 120 to keep track of which call, among the calls of the queue, is to be served next.
  • the call managing system 120 may inform the user of a queue level by sending voice data, such as an audio stream, to the user equipment 130.
  • the queue level may relate to an estimated time left before the call is served and/or the queue level may relate to a number of calls in the queue, which calls are to be served before the call.
  • the network 100 is represented by the network node 140, even though the network 100 typically includes a plurality of network nodes designated for various tasks.
  • FIG 2 thus illustrates an exemplifying method according to the first embodiments herein when implemented in the network 100 of Figure 1 .
  • the managing module 1 10 performs a method for managing voice data generated by the call managing system 120.
  • One or more of the following actions may be performed in any suitable order.
  • the user equipment 130 may initiate a call to the call managing system 120.
  • the call is established via the network node 140 according to known manners. See Figure 3a.
  • the call managing system 120 responds to the user equipment 130 by sending initial voice data, e.g. a recorded or synthesized message that e.g. greets the user and informs about the initial queue level.
  • the message may be "your position in the queue is seven", "time to wait is estimated to be eight minutes”, or the like.
  • the initial queue level may refer to expected time in queue before being served or number of calls to be served before the call currently made by the user.
  • the managing module 1 10 may receive, from the call managing system 120, the initial voice data.
  • the initial voice data indicates an initial queue level of the queue of calls, i.e. the initial queue level relates to a first point in time, which precedes a second point in time mentioned in action A100 below.
  • the managing module 1 10 may determine the initial queue level based on the initial voice data by use of the voice recognition. In this manner, the managing module 1 10 may convert the initial voice data, such as an audio stream, into a value representing the initial queue level. Accordingly, the managing module 1 10 interprets the initial voice data to extract the value representing the initial queue level.
  • the value may be x minutes, x calls before the present call, or the like.
  • the managing module 1 10 may obtain a confidence level of the determined initial queue level.
  • the confidence level may be used in action A1 10 below in order to determine whether or not to allow the queue level to be monitored by use of voice recognition as in action A120.
  • an initial analysis loop may be performed in order to validate that analysis of the voice data presents an outcome that is correct at a certain confidence level.
  • the initial voice data i.e. a digital representation of acoustic sound/voice
  • predefined patterns i.e. known digital representations of acoustic sound/voice, for which patterns it is known which number, word or phrase it represents. This mapping may not be 100% accurate.
  • a deviation of the initial voice data from the predefined patterns may give the confidence level. See for example Figure 3b.
  • the managing module 1 10 may obtain a quality value relating to quality of a channel for the user equipment 130 handling the call.
  • the quality of the channel may relate to radio conditions, traffic load, bit rate or the like.
  • the quality of the channel may be obtained by the user equipment 130 by measuring on reference signals or the like from the network node 140 or the like.
  • the quality of the channel may be obtained according to any other known manner.
  • the managing module 1 10 may use the quality value in action A1 10 in order to determine whether or not to allow the queue level to be monitored by use of voice recognition as in action A120.
  • the managing module 1 10 may notify, e.g. the user directly or indirectly, to obtain an input concerning whether or not the determining of current queue level is to be performed.
  • the input is determined by the user of the user equipment 130.
  • the managing module 1 10 may display, see Figure 3c, a question, such as "click to enable automatic queue monitoring", to the user whether or not the user wishes to be alerted when the user is about to be served, as given by a condition detailed in action A130 below. It may also be that the notification is in the form of a vibration of the user equipment 130, a beep from the user equipment 130 or the like.
  • the managing module 1 10 may read a user preference setting by which the user can select whether or not to perform voice recognition, e.g. based on the confidence level and/or the quality value. In this manner, the managing module 1 10 has in advance and indirectly notified to be able to obtain the input as the user preference setting. High enough confidence level and/or quality value would imply that voice recognition would be allowed, and should, be performed.
  • the managing module 1 10 may receive the input, such as receive a response to the displayed question or read the user preference setting. This may e.g. happen when the user selects "yes" to the question displayed in action A070. The user may now put the user equipment 1 10 aside without hanging up.
  • the call managing system 120 being unaware of whether or not, the managing module 1 10 is set to monitor the queue level, sends current voice data to the user equipment 130.
  • the current voice data indicates a current queue level of the queue of calls, i.e. the current queue level relates to the aforementioned second point in time.
  • the managing module 1 10 receives, from the call managing system 120, the current voice data indicating the current queue level of the call to the call managing system 120.
  • the current queue level is given in relation to the queue of calls.
  • the queue of calls is managed by the call managing system 120 to keep track of which call, among the calls of the queue, is to be served next.
  • the managing module 1 10 may perform or not perform actions A120 and A130 based on at least one of the confidence level, the quality value and the input.
  • the managing module 1 10 may only perform actions A120 and
  • A130 when the confidence level is above a confidence threshold and when the quality value is above a quality threshold and when the input indicates that the user wishes the managing module 1 10 to perform these actions.
  • the managing module 1 10 may only perform actions A120 and A130 when the confidence level is above a confidence threshold and when the input indicates that the user wishes the managing module 1 10 to perform these actions.
  • it may be that if the quality level is high enough it supports, or enables a high confidence level, but it is not enough that the quality level is high if the confidence level still is low.
  • these actions will not be performed regardless how high the confidence level and/or quality level is.
  • the managing module 1 10 determines the current queue level based on the current voice data by use of voice recognition. See Figure 3d as well.
  • the managing module 1 10 may perform the determining of the current queue level based on at least one of the confidence level and the quality value and the input.
  • the managing module 1 10 indicates that the condition is fulfilled, when the current queue level fulfils a condition relating to that the call is to be served.
  • the condition may be fulfilled when the current queue level is below a time threshold for indicating how much, e.g. in terms of minutes, in advance the user wishes to be alerted about that the queue level has passed below the time threshold.
  • the condition may be fulfilled when the current queue level is below a calls threshold for indicating how much, e.g. in terms of number of calls, in advance the user wishes to be alerted about that the queue level has passed below the calls threshold.
  • the indicating A130 that the condition is fulfilled may comprise alerting a user of the user equipment 130 by means of one or more of a sound, a light indication, a vibration of the user equipment 130, and a display message.
  • the queue level may relate to an estimated time left before the call is served and/or the queue level may relate to a number of calls in the queue, which calls are to be served before the call.
  • the user takes over the call and waits to be served.
  • the user may thus depending on the condition determine how much in advance of expected serving to be alerted that it is time to take over the call.
  • the method may be performed by the user equipment 130 based on at least one of the quality value and the confidence level.
  • action A070 and A080 are only performed when at least one of the quality value and the confidence level fulfills certain conditions.
  • the main criteria is that the confidence level fulfills the certain condition, such as that the confidence level is above the confidence threshold. Accordingly, actions A120 and A130 are also only performed when these conditions are fulfilled as wells as when the input indicates that these actions should be performed.
  • the managing module 1 10 performs a method for managing voice data generated by the call managing system 120.
  • the same reference numeral have been used for the same or similar actions as in Figure 2.
  • Action A010 The user typically uses the user equipment 130 to make a call to the call managing system 120.
  • the network node 140 may then initiate, such as establish, the call to the call managing system 120. Reference is made to action A010 of Figure 2 as applicable.
  • the managing module 1 10 may intercept the call in order to determine whether or not the call is destined for the call managing system 120.
  • the call managing system 120 responds to the network node 140, and thus also to the managing module 1 10, by sending initial voice data, e.g. a recorded or synthesized message that e.g. greets the user and informs about the initial queue level.
  • initial voice data e.g. a recorded or synthesized message that e.g. greets the user and informs about the initial queue level.
  • action A020 of Figure 2 as applicable.
  • the managing module 1 10 may receive, from the call managing system 120, the initial voice data.
  • the initial voice data indicates an initial queue level of the queue of calls, i.e. the initial queue level relates to a first point in time, which precedes a second point in time mentioned in action A100 below. Reference is made to action A030 of Figure 2 as applicable.
  • the initial voice data may also be received by the user equipment 130.
  • the managing module 1 10 may determine the initial queue level based on the initial voice data by use of the voice recognition. Reference is made to action A040 of Figure 2 as applicable.
  • the managing module 1 10 may obtain a confidence level of the determined initial queue level.
  • the confidence level may be used in action A1 10 below in order to determine whether or not to allow the queue level to be monitored by use of voice recognition as in action A120.
  • actions A030, A040 and A050 an initial analysis loop may be performed in order to validate that analysis of the voice data presents an outcome that is correct at a certain confidence level. Reference is made to action A050 of Figure 2 as applicable. Action A060
  • the managing module 1 10 may obtain a quality value relating to quality of a channel for the user equipment 130 handling the call.
  • the quality of the channel may relate to radio conditions, traffic load, bit rate or the like.
  • the quality of the channel may be obtained by the network node 140 by receiving reports about quality of the channel from the user equipment 130.
  • the quality of the channel may be obtained according to any other known manner. Reference is made to action A060 of Figure 2 as applicable.
  • the managing module 1 10 may use the quality value in action A1 10 in order to determine whether or not to allow the queue level to be monitored by use of voice recognition as in action A120.
  • the managing module 1 10 may notify, e.g. the user directly or indirectly, to obtain an input concerning whether or not the determining of current queue level is to be performed.
  • the input is determined by the user of the user equipment 130. Reference is made to action A070 of Figure 2 as applicable.
  • the managing module 1 10 may send, to the user equipment 130, a message for requesting the user equipment 130 to obtain the input from the user.
  • the input may be obtained by the user equipment 130 as explained in action A070 when described in relation to Figure 2.
  • the managing module 1 10 may receive, e.g. from the user equipment 130, the input. Reference is made to action A080 of Figure 2 as applicable.
  • the call managing system 120 being unaware of whether or not, the managing module 1 10 is set to monitor a current queue level, sends current voice data to the user equipment 130.
  • the current voice data indicates the current queue level of the queue of calls, i.e. the current queue level relates to the aforementioned second point in time. Reference is made to action A090 of Figure 2 as applicable.
  • the managing module 1 10 as well as the network node 140 receives, from the call managing system 120, the current voice data indicating the current queue level of the call to the call managing system 120.
  • the current queue level is given in relation to the queue of calls. Reference is made to action A100 of Figure 2 as applicable.
  • the managing module 1 10 may perform or not perform actions A120 and A130 based on at least one of the confidence level, the quality value and the input.
  • the managing module 1 10 may only perform actions A120 and A130 when the confidence level is above a confidence threshold and when the quality value is above a quality threshold and when the input indicates that the user wishes the managing module 1 10 to perform these actions.
  • Action A120 and A130 when the confidence level is above a confidence threshold and when the quality value is above a quality threshold and when the input indicates that the user wishes the managing module 1 10 to perform these actions.
  • the managing module 1 10 determines the current queue level based on the current voice data by use of voice recognition. Reference is made to action A120 of Figure 2 as applicable.
  • the managing module 1 10 may perform the determining of the current queue level based on at least one of the confidence level and the quality value and the input.
  • the managing module 1 10 indicates that the condition is fulfilled, when the current queue level fulfils a condition relating to that the call is to be served.
  • the condition may be fulfilled when the current queue level is below a time threshold for indicating how much, e.g. in terms of minutes, in advance the user wishes to be alerted about that the queue level has passed below the time threshold.
  • the condition may be fulfilled when the current queue level is below a calls threshold for indicating how much, e.g. in terms of number of calls, in advance the user wishes to be alerted about that the queue level has passed below the calls threshold.
  • the managing module 1 10 re-establishes, or instructs the network node 140 to re-establish, the call.
  • the indicating A130 that the condition is fulfilled may then comprise sending, to the user equipment 130, an alert message for instructing the user equipment 130 to indicate by means of one or more of a sound, a light indication, a vibration of the user equipment 130, and a display message, that the condition is fulfilled.
  • the user may thus depending on the condition determine how much in advance of expected serving to be alerted that it is soon the users turn to be served.
  • the current queue level may relate to an estimated time left before the call is served and/or the current queue level may relate to a number of calls in the queue, which calls are to be served before the call.
  • the method may be performed by the network node 140 based on at least one of the quality value and the confidence level. As an example, it may be that action A070 and A080 are only performed when at least one of the quality value and the confidence level fulfills certain conditions. Accordingly, actions A120 and A130 are also only performed when these conditions are fulfilled as wells as when the input indicates that these actions should be performed.
  • Figure 5 schematic flowcharts of exemplifying methods in the respective managing modules 1 10a, 1 10b are shown. These embodiments illustrate a particular example of the third embodiments, in which the respective managing module 1 10a, 1 10b cooperate with each other to find out where, i.e. in the network node 140 or in the user equipment 130, it appears to be most beneficial to perform the method according to Figure 2 or Figure 4.
  • the user equipment i.e. the respective managing module 1 10a, may obtain at least one of the confidence level, the quality value and the input.
  • the user equipment 130 may generate a user equipment (UE) score based on at least one of the confidence level, the quality value and the input.
  • UE user equipment
  • the UE score may be a weighted sum of the confidence level, the quality value and the input, a product of the confidence level, the quality value and the input or the like.
  • the network node 140 i.e. the respective managing module 1 10b, may obtain at least one of the confidence level, the quality value and the input.
  • the network node 140 may generate a network score based on at least one of the confidence level, the quality value and the input.
  • the network score similarly to the UE score, may be a weighted sum of the confidence level, the quality value and the input, a product of the confidence level, the quality value and the input or the like.
  • the user equipment 130 may send the UE score to the network node 140 and the user equipment 130 may receive the network score from the network node 140.
  • the network node 140 may send the network score to the user equipment 130 and the network node 140 may receive the UE score from the user equipment 130.
  • Action B070
  • the user equipment 130 may perform action A120, and possibly also action A1 10 and A130, when the UE score is greater than the network score. Otherwise, i.e. when the UE score is less than or equal to the network score the user equipment 130 does not perform action A120 of Figure 2.
  • the network node 140 may perform action A120, and possibly also action A1 10 and A130, when the network score is greater than or equal to the UE score. Otherwise, i.e. when the network score is less than the UE score the network node 140 does not perform action A120 of Figure 4.
  • the call managing module 120 may implement, e.g. by means of a software upgrade, a function which causes the call managing module 120 to send a signal to the network node 140, wherein the signal, or message, indicates the current queue level, e.g. directly as a numerical value.
  • the network node 140 will thus not need to implement such functionality, i.e. the network node 140 will save on complexity. Moreover, reliability of a solution according to this particular example may increase compared to the
  • FIG. 6 a schematic block diagram of embodiments of the managing module 1 10 of Figure 1 is shown.
  • the managing module 1 10 may be comprised in the user equipment 130 or the network node 140, or both as illustrated with the respective managing modules 1 10a, 1 10b.
  • the managing module 1 10 may comprise a processing module 601 , such as a means for performing the methods described herein.
  • the means may be embodied in the form of one or more hardware modules and/or one or more software modules
  • the managing module 1 10 may further comprise a memory 602.
  • the memory may comprise, such as contain or store, instructions, e.g. in the form of a computer program 603, which may comprise computer readable code units.
  • the managing module 1 10 and/or the processing module 601 comprises a processing circuit 604 as an exemplifying hardware module.
  • the processing module 601 may be embodied in the form of, or 'realized by', the processing circuit 604.
  • the instructions may be executable by the processing circuit 604, whereby the managing module 1 10 is operative to perform the methods of Figure 2 and/or Figure 4.
  • the instructions when executed by the managing module 1 10 and/or the processing circuit 604, may cause the managing module 1 10 to perform the method according to Figure 2 and/or 4.
  • Figure 6 further illustrates a carrier 605, or program carrier, which comprises the computer program 603 as described directly above.
  • the processing module 601 comprises an Input/Output module 606, which may be exemplified by a receiving module and/or a sending module as described below when applicable.
  • the managing module 1 10 and/or the processing module 601 may comprise one or more of a receiving module 610, a determining module
  • the managing module 1 10 is configured for managing voice data generated by a call managing system 120.
  • the managing module 1 10 and/or the processing module 601 and/or the receiving module 610 is configured for receiving, from the call managing system 120, current voice data indicating a current queue level of a call to the call managing system 120, wherein the current queue level is given in relation to a queue of calls, wherein the queue of calls is managed by the call managing system 120 to keep track of which call, among the calls of the queue, is to be served next.
  • the managing module 1 10 and/or the processing module 601 and/or the determining module 620 is configured for determining the current queue level based on the current voice data by use of voice recognition.
  • the managing module 1 10 and/or the processing module 601 and/or the indicating module 630 is configured for indicating that the condition is fulfilled, when the current queue level fulfils a condition relating to that the call is to be served.
  • the managing module 1 10 and/or the processing module 601 and/or the receiving module 610, or a further receiving module (not shown), may be configured for receiving, from the call managing system 120, initial voice data, wherein the initial voice data indicates an initial queue level of the queue of calls.
  • the managing module 1 10 and/or the processing module 601 and/or the determining module 620, or a further determining module (not shown), may be configured for determining the initial queue level based on the initial voice data by use of the voice recognition.
  • the managing module 1 10 and/or the processing module 601 and/or the obtaining module 640 may be configured for obtaining a confidence level of the determined initial queue level.
  • the managing module 1 10 and/or the processing module 601 and/or the obtaining module 640, or a further obtaining module (not shown), may be configured for obtaining a quality value relating to quality of a channel for a user equipment 130 handling the call.
  • the managing module 1 10 and/or the processing module 601 and/or the notifying module 650 may be configured for notifying to obtain an input concerning whether or not the determining of current queue level is to be performed, wherein the input is determined by a user of a user equipment 130.
  • the managing module 1 10 and/or the processing module 601 and/or the notifying module 650 may be configured for notifying based on at least one of the confidence level and the quality value.
  • the managing module 1 10 and/or the processing module 601 and/or the performing module 660 may be configured for performing the determining of the current queue level based on at least one of the confidence level and the quality value and the input.
  • the current/initial queue level may relate to an estimated time left before the call is served and/or the current/initial queue level may relate to a number of calls in the queue, which calls are to be served before the call.
  • the managing module 1 10 and/or the processing module 601 and/or the performing module 660 may be configured for performing the method above according to Figure 2 when the managing module 1 10 is comprised in the user equipment 130 based on at least one of the quality value and the confidence level.
  • the managing module 1 10 and/or the processing module 601 and/or the indicating module 630 may be configured for indicating that the condition is fulfilled by alerting a user of the user equipment 130 by means of one or more of a sound, a light indication, a vibration of the user equipment 130, and a display message.
  • the managing module 1 10 may be configured for performing a method according to Figure 4 when the managing module 1 10 is comprised in the network node 140 based on at least one of the quality value and the confidence level.
  • the managing module 1 10 and/or the processing module 601 and/or the indicating module 630 may be configured for indicating that the condition is fulfilled by sending, to the user equipment 130 involved in the call, a message indicating that the condition is fulfilled.
  • node may refer to one or more physical entities, such as devices, apparatuses, computers, servers or the like. This may mean that embodiments herein may be implemented in one physical entity. Alternatively, the embodiments herein may be implemented in a plurality of physical entities, such as an arrangement comprising said one or more physical entities, i.e. the embodiments may be implemented in a distributed manner, such as on a set of server machines of a cloud system.
  • module may refer to one or more functional modules, each of which may be implemented as one or more hardware modules and/or one or more software modules and/or a combined software/hardware module in a node.
  • the module may represent a functional unit realized as software and/or hardware of the node.
  • program carrier may refer to one of an electronic signal, an optical signal, a radio signal, and a computer readable medium.
  • the program carrier may exclude transitory, propagating signals, such as the electronic, optical and/or radio signal.
  • the carrier may be a non-transitory carrier, such as a non-transitory computer readable medium.
  • processing module may include one or more hardware modules, one or more software modules or a combination thereof. Any such module, be it a hardware, software or a combined hardware-software module, may be a determining means, estimating means, capturing means, associating means, comparing means, identification means, selecting means, receiving means, sending means or the like as disclosed herein.
  • the expression “means” may be a module
  • software module may refer to a software application, a Dynamic Link Library (DLL), a software component, a software object, an object according to Component Object Model (COM), a software component, a software function, a software engine, an executable binary software file or the like.
  • DLL Dynamic Link Library
  • COM Component Object Model
  • processing circuit may refer to a processing unit, a processor, an Application Specific integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA) or the like.
  • the processing circuit or the like may comprise one or more processor kernels.
  • the expression “configured to/for” may mean that a processing circuit is configured to, such as adapted to or operative to, by means of software configuration and/or hardware configuration, perform one or more of the actions described herein.
  • action may refer to an action, a step, an operation, a response, a reaction, an activity or the like. It shall be noted that an action herein may be split into two or more sub-actions as applicable. Moreover, also as applicable, it shall be noted that two or more of the actions described herein may be merged into a single action.
  • memory may refer to a hard disk, a magnetic storage medium, a portable computer diskette or disc, flash memory, random access memory (RAM) or the like. Furthermore, the term “memory” may refer to an internal register memory of a processor or the like.
  • the term "computer readable medium” may be a Universal Serial Bus (USB) memory, a DVD-disc, a Blu-ray disc, a software module that is received as a stream of data, a Flash memory, a hard drive, a memory card, such as a MemoryStick, a Multimedia Card (MMC), Secure Digital (SD) card, etc.
  • USB Universal Serial Bus
  • MMC Multimedia Card
  • SD Secure Digital
  • aforementioned examples of computer readable medium may be provided as one or more computer program products.
  • computer readable code units may be text of a computer program, parts of or an entire binary file representing a computer program in a compiled format or anything there between.
  • the expression “transmit” and “send” are considered to be interchangeable. These expressions include transmission by broadcasting, uni-casting, group-casting and the like. In this context, a transmission by broadcasting may be received and decoded by any authorized device within range. In case of uni-casting, one specifically addressed device may receive and decode the transmission. In case of group-casting, a group of specifically addressed devices may receive and decode the transmission.
  • number and/or value may be any kind of digit, such as binary, real, imaginary or rational number or the like. Moreover, “number” and/or “value” may be one or more characters, such as a letter or a string of letters. “Number” and/or “value” may also be represented by a string of bits, i.e. zeros and/or ones.
  • a set of may refer to one or more of something.
  • a set of devices may refer to one or more devices
  • a set of parameters may refer to one or more parameters or the like according to the embodiments herein.
  • the common abbreviation "e.g.” which derives from the Latin phrase “exempli gratia,” may be used to introduce or specify a general example or examples of a previously mentioned item, and is not intended to be limiting of such item. If used herein, the common abbreviation “i.e.”, which derives from the Latin phrase “id est” may be used to specify a particular item from a more general recitation.
  • the common abbreviation “etc.”, which derives from the Latin expression “et cetera” meaning “and other things” or “and so on” may have been used herein to indicate that further features, similar to the ones that have just been enumerated, exist.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé et un module de gestion (110) pour gérer des données vocales générées par un système de gestion d'appel (120). Le module de gestion (110) reçoit (A100), du système de gestion d'appel (120), des données vocales actuelles indiquant un niveau de file d'attente actuel d'un appel au système de gestion d'appel (120), le niveau de file d'attente actuel étant donné en relation avec une file d'attente d'appels, la file d'attente d'appels étant gérée par le système de gestion d'appel (120) pour garder une trace de l'appel suivant devant être desservi, parmi les appels de la file d'attente. De plus, le module de gestion (110) détermine (A120) le niveau de file d'attente actuel sur la base des données vocales actuelles au moyen d'une technique de reconnaissance vocale. En outre, le module de gestion (110) indique (A130) que la condition est remplie, lorsque le niveau de file d'attente actuel satisfait une condition selon laquelle l'appel doit être desservi. L'invention concerne également un programme informatique (603) correspondant et un opérateur (605) associé.
PCT/EP2016/059268 2016-04-26 2016-04-26 Procédé et module de gestion pour gérer des données vocales générées par un système de gestion d'appel Ceased WO2017186271A1 (fr)

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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2020125971A1 (fr) * 2018-12-19 2020-06-25 Telefonaktiebolaget Lm Ericsson (Publ) Gestion d'appels vocaux en file d'attente
WO2021076024A1 (fr) * 2019-10-17 2021-04-22 Telefonaktiebolaget Lm Ericsson (Publ) Gestion de file d'attente d'appels par assistant numérique
US12380377B1 (en) * 2021-04-16 2025-08-05 United Services Automobile Association (Usaa) Intelligent guidance system for queues

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US20100303227A1 (en) * 2009-05-29 2010-12-02 Apple Inc. On-hold call monitoring systems and methods

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US20100303227A1 (en) * 2009-05-29 2010-12-02 Apple Inc. On-hold call monitoring systems and methods

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2020125971A1 (fr) * 2018-12-19 2020-06-25 Telefonaktiebolaget Lm Ericsson (Publ) Gestion d'appels vocaux en file d'attente
US11477323B2 (en) 2018-12-19 2022-10-18 Telefonaktiebolaget Lm Ericsson (Publ) Managing queued voice calls
US11706346B2 (en) 2018-12-19 2023-07-18 Telefonaktiebolaget Lm Ericsson (Publ) Managing queued voice calls
WO2021076024A1 (fr) * 2019-10-17 2021-04-22 Telefonaktiebolaget Lm Ericsson (Publ) Gestion de file d'attente d'appels par assistant numérique
US12010270B2 (en) 2019-10-17 2024-06-11 Telefonaktiebolaget Lm Ericsson (Publ) Call queue management by digital assistant
US12380377B1 (en) * 2021-04-16 2025-08-05 United Services Automobile Association (Usaa) Intelligent guidance system for queues

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