Microsoft Technology Licensing, LLC

Marchex, Inc.

Govindaraj Ramanathan

Jason S Flaks

Ziad Ismail

Matthew Berk

Chris Kolbegger

Bryan Rieger

Darren Spehr

Tim Graber

Hervey O Wilson

Keith W Ballinger

Vick Bhaskar Mukherjee

Kartik Paramasivam

Jayteerth Narasingrao Katti

Vinod Shanbhag

Ramasubramaniam Poornalingam

Stuart J Langley

Pan Wang

Brent Schmaltz

Jayteerth Katti

Ramasubramanian Poornalingam

A facility and method for analyzing and classifying calls without transcription. The facility analyzes individual frames of an audio to identify speech and measure the amount of time spent in speech for each channel (e.g., caller channel, agent channel). Additional telephony metrics such as R-factor or MOS score and other metadata may be factored in as audio analysis inputs. The facility then analyzes the frames together as a whole and formulates a clustered-frame representation of a conversation to further identify dialog patterns and characterize call classification. Based on the data in the clustered-frame representation, the facility is able to make estimations of call classification. The correlation of dialog patterns to call classification may be utilized to develop targeted solutions for call classification issues, target certain advertising channels over others, evaluate advertising placements at scale, score callers, and to identify spammers.

System and method for analyzing and classifying calls without transcription

A facility and method for analyzing and classifying calls without transcription. The facility analyzes individual frames of an audio to identify speech and measure the amount of time spent in speech for each channel (e.g., caller channel, agent channel). Additional telephony metrics such as R-factor or MOS score and other metadata may be factored in as audio analysis inputs. The facility then analyzes the frames together as a whole and formulates a clustered-frame representation of a conversation to further identify dialogue patterns and characterize call classification. Based on the data in the clustered-frame representation, the facility is able to make estimations of call classification. The correlation of dialogue patterns to call classification may be utilized to develop targeted solutions for call classification issues, target certain advertising channels over others, evaluate advertising placements at scale, score callers, and to identify spammers.

The present invention extends to methods, systems, and computer program products for load balancing for services. Embodiments of the invention facilitate load balancing between instances of a service based on affinitization of messages, based on content of the message. For example, messages in the same session can be dispatched to the same service instance. A sequence or series of related messages associated with long running and/or stateful services are more likely to be dispatched to the same instance of the service. Thus, if the service instance has persisted client state, there is an increased likely of utilizing the persisted client state and not having another service instance recreate the client state.

Load balancing for services

Example embodiments provide for a rule-based wizard type tool for generating secure policy documents. Wizard pages present a user with general Web Service security options or questions at a user interface, which abstracts the user from any specific code, e.g., XML code, used for creating a Web Service policy document. Based on user input selecting general criteria, security rules are accessed and evaluated for automatically making choices on behalf of the user for creating a secure policy document. Other embodiments also provide for presenting the user with an easily understandable visual representation of selected criteria of a policy document in, e.g., a tree like structure that shows relationships between various elements of the criteria.

Visual summary of a web service policy document

Rule-driven specification of web service policy

The generic device emulator provides an operational emulation of the behavior of any desired device within a device connectivity or other communications protocol as specified in a description of the respective device. This facilitates development and implementation of devices within a device connectivity architecture based on the protocol, since the user has only to define the description of the device. The generic device emulator provides default behaviors for a set of capabilities defined in the description for the device, which can be over-ridden or augmented by user-provided implementation of specific behavior for a capability. The generic device emulator also permits the user to inject defect behaviors, such as to introduce defects in the device's implementation of the protocol.

Generic emulator of devices in a device communications protocol

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Redmond, WA, United States of America

Govindaraj Ramanathan