Abstract:
Apparatus having corresponding methods comprise a microphone configured to produce audio; a mute control configured to select a microphone open selection or a microphone muted selection; a processor configured to identify the audio produced during the microphone open selection as primary audio, and to identify the audio produced during the microphone muted selection as secondary audio; and a transceiver configured to transmit the primary audio and the secondary audio.

Description:
FIELD 
       [0001]    The present disclosure relates generally to the field of audio processing. More particularly, the present disclosure relates to analysis of audio generated by a microphone. 
       BACKGROUND 
       [0002]    This background section is provided for the purpose of generally describing the context of the disclosure. Work of the presently named inventor(s), to the extent the work is described in this background section, as well as aspects of the description that may not otherwise qualify as prior art at the time of filing, are neither expressly nor impliedly admitted as prior art against the present disclosure. 
         [0003]    Currently most audio communication systems have a mute function controlled locally that prevents the remote party from hearing the local audio. When the mute function is active, audio generated by the microphone is not transmitted to the remote party. 
         [0004]    In call centers, there are several reasons an agent may mute his microphone. The agent may be coughing or sneezing, and does not want the remote party to hear. The agent may be having difficulty handling a call, and so is asking questions of his co-workers. Or the agent may be doing things not related to his work. 
         [0005]    In each of these examples, the behavior of the agent may indicate a problem. An ill agent may spread illness to others in the call center. An agent asking questions of his co-workers may need more training, or may have competency issues. Or an agent may not be providing the work desired. 
         [0006]    Currently, these problems are generally detected by a supervisor observing the agents directly. This process costs time and resources that could be directed to more productive endeavors. An agent may be observed remotely by monitoring his calls, but such monitoring fails while the mute function is active. 
       SUMMARY 
       [0007]    In general, in one aspect, an embodiment features an apparatus comprising: a microphone configured to produce audio; a mute control configured to select a microphone open selection or a microphone muted selection; a processor configured to identify the audio produced during the microphone open selection as primary audio, and to identify the audio produced during the microphone muted selection as secondary audio; and a transceiver configured to transmit the primary audio and the secondary audio. 
         [0008]    Embodiments of the apparatus can include one or more of the following features. In some embodiments, the transceiver is further configured to transmit the primary audio over a first link, and to transmit the secondary audio over a second link. In some embodiments, the first link is an audio link; and the second link is a data link. In some embodiments, the first link is a Bluetooth Synchronous Connection Oriented (SCO) link; and the secondary link is a Bluetooth Asynchronous Connection-Less (ACL) link. In some embodiments, the transceiver comprises: a first transceiver configured to transmit the primary audio according to a first protocol; and a second transceiver configured to transmit the secondary audio according to a second protocol. Some embodiments comprise a memory configured to store the secondary audio prior to the transceiver transmitting the secondary audio. In some embodiments, the processor is further configured to packetize the primary audio and the secondary audio, and to mark at least one of (i) packets of the primary audio and (ii) packets of the secondary audio. Some embodiments comprise a headset. 
         [0009]    In general, in one aspect, an embodiment features a method comprising: producing audio responsive to sound; determining a selection of a mute control configured to select a microphone open selection or a microphone muted selection; identifying the audio produced during the microphone open selection as primary audio; identifying the audio produced during the microphone muted selection as secondary audio; and transmitting the primary audio and the secondary audio. 
         [0010]    Embodiments of the method can include one or more of the following features. Some embodiments comprise transmitting the primary audio over a first link; and transmitting the secondary audio over a second link. Some embodiments comprise transmitting the primary audio according to a first protocol; and transmitting the secondary audio according to a second protocol. Some embodiments comprise packetizing the primary audio and the secondary audio; and marking at least one of (i) packets of the primary audio and (ii) packets of the secondary audio. 
         [0011]    In general, in one aspect, an embodiment features apparatus comprising: a receiver configured to receive audio produced by a headset, wherein the headset has a mute control configured to select a microphone open selection or a microphone muted selection, and wherein the audio includes primary audio and secondary audio, wherein the primary audio is generated by a microphone of the headset during a microphone open selection, and wherein the secondary audio is generated by the microphone of the headset during the microphone muted selection; and a switch configured to pass the primary audio to a communications channel, and to pass the secondary audio to an analytics engine. 
         [0012]    Embodiments of the apparatus can include one or more of the following features. In some embodiments, the switch is further configured to pass the primary audio to the analytics engine. Some embodiments comprise the analytics engine. In some embodiments, the receiver is further configured to receive the primary audio over a first link, and to receive the secondary audio over a second link. In some embodiments, the first link is an audio link; and the secondary link is a data link. In some embodiments, the first link is a Bluetooth Synchronous Connection Oriented (SCO) link; and the secondary link is a Bluetooth Asynchronous Connection-Less (ACL) link. In some embodiments, the receiver comprises: a first receiver configured to receive the primary audio according to a first protocol; and a second receiver configured to receive the secondary audio according to a second protocol. In some embodiments, the audio comprises packets of the primary audio and packets of the secondary audio; at least one of (i) the packets of the primary audio and (ii) the packets of the secondary audio include marks; and the switch is further configured to distinguish the (i) the packets of the primary audio and (ii) the packets of the secondary audio based on the marks. 
         [0013]    The details of one or more implementations are set forth in the accompanying drawings and the description below. Other features will be apparent from the description and drawings, and from the claims. 
     
    
     
       DESCRIPTION OF DRAWINGS 
         [0014]      FIG. 1  shows elements of a call center audio system according to an embodiment where the primary and secondary audio are distinguished using packet marking. 
           [0015]      FIG. 2  shows a process for the call center audio system of  FIG. 1  according to one embodiment. 
           [0016]      FIG. 3  shows elements of a call center audio system according to an embodiment where the primary and secondary audio are distinguished using different communication links. 
           [0017]      FIG. 4  shows a process for the call center audio system of  FIG. 3  according to one embodiment. 
           [0018]      FIG. 5  shows elements of a call center audio system according to an embodiment where the primary and secondary audio are distinguished using different communication protocols. 
           [0019]      FIG. 6  shows a process for the call center audio system of  FIG. 5  according to one embodiment. 
           [0020]    The leading digit(s) of each reference numeral used in this specification indicates the number of the drawing in which the reference numeral first appears. 
       
    
    
     DETAILED DESCRIPTION 
       [0021]    Embodiments of the present disclosure provides collection of muted audio for analysis and the like. In the described embodiments, sound received by a microphone while the microphone is muted (that is, the mute function is active) is collected and analyzed. Sound received by the microphone while not muted (that is, while the mute function is not active) may be analyzed as well. Audio collected while the microphone is not muted is referred to herein as “primary audio.” Audio collected while the microphone is muted is referred to herein as “secondary audio.” In the described embodiments, various techniques are employed to distinguish the primary audio from the secondary audio. In some embodiments, packets of the primary audio and/or secondary audio may be marked, for example by setting flags in headers of the packets. In other embodiments, the primary audio and secondary audio may be transmitted over different links, using different protocols, and the like. Other features are contemplated as well. 
         [0022]    Embodiments of the present disclosure are described in terms of an agent wearing a wireless headset in a call center. However, the techniques described herein are applicable to any audio device having a microphone, and in any environment. 
         [0023]      FIG. 1  shows elements of a call center audio system  100  according to an embodiment where the primary and secondary audio are distinguished using packet marking. Although in the described embodiment elements of the call center audio system  100  are presented in one arrangement, other embodiments may feature other arrangements. For example, elements of the call center audio system  100  may be implemented in hardware, software, or combinations thereof. As another example, various elements of the call center audio system  100  may be implemented as one or more digital signal processors. 
         [0024]    Referring to  FIG. 1 , the call center audio system  100  may include a headset  102  in communication with a host  104  over a wireless channel  106 . The headset  102  may include a microphone (MIC)  108 , a mute control (MUTE)  110 , a processor (PROC)  112 , and a transceiver (TRX)  114 . The host  104  may include a transceiver (TRX)  116 , a switch (SW)  118 , an audio channel  120 , and an analytics engine  122 . While in the described embodiments, the analytics engine  122  may be part of the host  104 , in other embodiments, the analytics engine  122  may not be part of the host  104 , and may be located outside the call center audio system  100 . 
         [0025]    The mute control  110  may select either a microphone open selection or a microphone muted selection. The mute control  110  may be user-operable, automatic, or both. A user-operable mute control  110  may be implemented as a button, slide switch, or the like. An automatic mute control  110  may automatically select the microphone open selection when donned, and may automatically select the microphone muted selection when doffed. 
         [0026]    The processor  112  may include an analog-to-digital converter, a digital signal processor, a packetizer, and the like. The wireless channel  106  may be a Bluetooth channel, a Digital Enhanced Cordless Telecommunications (DECT) channel, a Wi-Fi channel, or the like. The audio channel  120  may be any audio channel suitable for passing packets of primary audio to a remote party. The secondary audio may be routed directly to the host  104 , or via another device such as a smart phone or computer. 
         [0027]      FIG. 2  shows a process  200  for the call center audio system  100  of  FIG. 1  according to one embodiment. Although in the described embodiments the elements of process  200  are presented in one arrangement, other embodiments may feature other arrangements. For example, in various embodiments, some or all of the elements of process  200  can be executed in a different order, concurrently, and the like. Also some elements of process  200  may not be performed, and may not be executed immediately after each other. In addition, some or all of the elements of process  200  can be performed automatically, that is, without human intervention. 
         [0028]    Referring to  FIG. 2 , at  202 , the microphone  108  may generate audio that represents sound received by the microphone  108 . The processor  112  may process the audio. An analog-to-digital converter within the processor may convert the audio to digital audio. The processor  112  may packetize the digital audio. The mute control  110  may be operated by the agent to select either a microphone open selection or a microphone muted selection. The selection may be communicated to the processor  112  by a mute signal  128 . At  204 , the processor  112  may determine the selection based on the mute signal  128 . 
         [0029]    The processor  112  may identify the audio produced during the microphone open selection as primary audio, and may identify the audio produced during the microphone muted selection as secondary audio. In the present embodiment, at  206 , the processor  112  may identify the audio by marking some or all of the packets in the audio stream. The processor  112  may mark the packets in accordance with the mute signal  128 . The processor  112  may mark the packets of the digital audio when the mute signal  128  indicates the microphone muted selection, when the mute signal  128  indicates the microphone open selection, or both. The processor  112  may mark the packets, for example, by setting or clearing a flag in the header of each packet, or in the header of a packet to indicate a transition between blocks of secondary and primary audio, and the like. The processor  112  may insert control packets transition between blocks of secondary and primary audio, and the like. At  208 , the transceiver  114  of the headset  102  may transmit a signal representing the packets over the wireless channel  106 . 
         [0030]    At  210 , the transceiver  116  of the host  104  may receive the signal representing the packets over the wireless channel  106 . At  212 , the switch  118  routes the packets according to the marks in the packets. In particular, the switch  118  routes the packets of primary audio to the audio channel  120 , and routes the packets of secondary audio to the analytics engine  122  for analysis. In some embodiments, the switch  118  may also route some or all of the packets of primary audio to the analytics engine  122  for analysis. 
         [0031]      FIG. 3  shows elements of a call center audio system  300  according to an embodiment where the primary and secondary audio are distinguished using different communication links. Although in the described embodiment elements of the call center audio system  300  are presented in one arrangement, other embodiments may feature other arrangements. For example, elements of the call center audio system  300  may be implemented in hardware, software, or combinations thereof. As another example, various elements of the call center audio system  300  may be implemented as one or more digital signal processors. 
         [0032]    Referring to  FIG. 3 , the call center audio system  300  may include a headset  302  in communication with a host  304  over a wireless channel  306 . The headset  302  may include a microphone (MIC)  308 , a mute control (MUTE)  310 , a processor (PROC)  312 , a memory  324 , and a transceiver (TRX)  314 . The host  304  may include a transceiver (TRX)  316 , an audio channel  320 , and an analytics engine  322 . While in the described embodiments, the analytics engine  322  may be part of the host  304 , in other embodiments, the analytics engine  322  may not be part of the host  304 , and may be located outside the call center audio system  300 . 
         [0033]    The mute control  310  may select either a microphone open selection or a microphone muted selection. The mute control  310  may be user-operable, automatic, or both. A user-operable mute control  310  may be implemented as a button, slide switch, or the like. An automatic mute control  310  may automatically select the microphone open selection when donned, and may automatically select the microphone muted selection when doffed. 
         [0034]    The processor  312  may include an analog-to-digital converter, a digital signal processor, a packetizer, and the like. The wireless channel  306  may be a Bluetooth channel, a Digital Enhanced Cordless Telecommunications (DECT) channel, a Wi-Fi channel, or the like. The audio channel  320  may be any audio channel suitable for passing packets of primary audio to a remote party. The secondary audio may be routed directly to the host  304 , or via another device such as a smart phone or computer. 
         [0035]      FIG. 4  shows a process  400  for the call center audio system  300  of  FIG. 3  according to one embodiment. Although in the described embodiments the elements of process  400  are presented in one arrangement, other embodiments may feature other arrangements. For example, in various embodiments, some or all of the elements of process  400  can be executed in a different order, concurrently, and the like. Also some elements of process  400  may not be performed, and may not be executed immediately after each other. In addition, some or all of the elements of process  400  can be performed automatically, that is, without human intervention. 
         [0036]    Referring to  FIG. 4 , at  402 , the microphone  308  may generate audio that represents sound received by the microphone  308 . The processor  312  may process the audio. An analog-to-digital converter within the processor may convert the audio to digital audio. The processor  312  may packetize the digital audio. The mute control  310  may be operated by the agent to select either a microphone open selection or a microphone muted selection. The selection may be communicated to the processor  312  by a mute signal  328 . At  404 , the processor  312  may determine the selection based on the mute signal  328 . 
         [0037]    The processor  312  may identify the audio produced during the microphone open selection as primary audio, and may identify the audio produced during the microphone muted selection as secondary audio. In the present embodiment, the processor  312  may identify the audio by routing the primary audio to one link, and routing the secondary audio to another link. At  406 , the processor  312  may route the packets of digital audio among multiple communication links in accordance with the mute signal  328 . For example, the processor  312  may route the packets of primary audio to an audio link, and may route the packets of secondary audio to a data link. The audio link may be a Bluetooth Synchronous Connection Oriented (SCO) link. The data link may be a Bluetooth Asynchronous Connection-Less (ACL) link. However, other wireless protocols and links may be used. 
         [0038]    At  408 , the memory  324  may store the packets of the secondary audio before transmission to the host  304 . In such embodiments, the data link need not be open continuously. At  410 , the transceiver  314  of the headset  302  transmits one or more signals representing the packets over the wireless channel  306 . 
         [0039]    At  412 , the transceiver  316  of the host  304  may receive the signal representing the packets over the wireless channel  306 . At  414 , the transceiver  316  may pass the packets according to the communication links. In particular, the transceiver  316  may route the packets of primary audio to the audio channel  320 , and may route the packets of secondary audio to the analytics engine  322  for analysis. In some embodiments, the transceiver  316  may also route some or all of the packets of primary audio to the analytics engine  322  for analysis. 
         [0040]      FIG. 5  shows elements of a call center audio system  500  according to an embodiment where the primary and secondary audio are distinguished using different communication protocols. Although in the described embodiment elements of the call center audio system  500  are presented in one arrangement, other embodiments may feature other arrangements. For example, elements of the call center audio system  500  may be implemented in hardware, software, or combinations thereof. As another example, various elements of the call center audio system  500  may be implemented as one or more digital signal processors. 
         [0041]    Referring to  FIG. 5 , the call center audio system  500  may include a headset  502  in communication with a host  504  over wireless channels  506  and  546 . The headset  502  may include a microphone (MIC)  508 , a mute control (MUTE)  510 , a processor (PROC)  512 , a memory  524 , transceivers (TRX)  514  and  534 . The host  504  may include transceivers (TRX)  516  and  536 , an audio channel  520 , and an analytics engine  522 . While in the described embodiments, the analytics engine  522  may be part of the host  504 , in other embodiments, the analytics engine  522  may not be part of the host  504 , and may be located outside the call center. 
         [0042]    The mute control  510  may select either a microphone open selection or a microphone muted selection. The mute control  510  may be user-operable, automatic, or both. A user-operable mute control  510  may be implemented as a button, slide switch, or the like. An automatic mute control  510  may automatically select the microphone open selection when donned, and may automatically select the microphone muted selection when doffed. 
         [0043]    The processor  512  may include an analog-to-digital converter, a digital signal processor, a packetizer, and the like. The wireless channels  506  and  546  may employ different wireless protocols, for example such as Bluetooth and Wi-Fi, respectively. However, any protocol may be used, for example such as Digital Enhanced Cordless Telecommunications (DECT), or the like. The audio channel  520  may be any audio channel suitable for passing the packets of primary audio to a remote party. The secondary audio may be routed directly to the host  504 , or via another device such as a smart phone or computer. 
         [0044]      FIG. 6  shows a process  600  for the call center audio system  500  of  FIG. 5  according to one embodiment. Although in the described embodiments the elements of process  600  are presented in one arrangement, other embodiments may feature other arrangements. For example, in various embodiments, some or all of the elements of process  600  can be executed in a different order, concurrently, and the like. Also some elements of process  600  may not be performed, and may not be executed immediately after each other. In addition, some or all of the elements of process  600  can be performed automatically, that is, without human intervention. 
         [0045]    Referring to  FIG. 6 , at  602 , the microphone  508  may generate audio that represents sound received by the microphone  508 . The processor  512  may process the audio. An analog-to-digital converter within the processor may convert the audio to digital audio. The processor  512  may packetize the digital audio. The mute control  510  may be operated by the agent to select either a microphone open selection or a microphone muted selection. The selection may be communicated to the processor  512  by a mute signal  528 . At  604 , the processor  512  may determine the selection based on the mute signal  528 . 
         [0046]    The processor  512  may identify the audio produced during the microphone open selection as primary audio, and may identify the audio produced during the microphone muted selection as secondary audio. In the present embodiment, the processor  512  may identify the audio by routing the primary audio to one transceiver, and routing the secondary audio to another transceiver. At  606 , the processor  512  may route the packets of digital audio among multiple transceivers  514 ,  534  in accordance with the mute signal  528 . For example, the processor  512  may route the packets of primary audio to one transceiver  514 , and may route the packets of secondary audio to another transceiver  534 . 
         [0047]    At  608 , the memory  524  may store the packets of the secondary audio before transmission to the host  504 . In such embodiments, the data link need not be open continuously. At  610 , the transceivers  514 ,  534  of the headset  502  transmit signals representing the packets over the respective wireless channel  506 ,  546 . 
         [0048]    At  612 , the transceivers  516 ,  536  of the host  504  may receive the signals representing the packets over the respective wireless channels  506 ,  546 . At  612 , the transceiver  516  may pass the packets of primary audio to the audio channel  520 , and the transceiver  536  may pass the packets of secondary audio to the analytics engine  522  for analysis. In some embodiments, the transceiver  516  may also route some or all of the packets of primary audio to the analytics engine  522  for analysis. 
         [0049]    The analytics engines  122 ,  322 ,  522  described above may perform any sort of analysis on the secondary audio. The analytics engines  122 ,  322 ,  522  may identify coughs and sneezes in the secondary audio, keeping metrics as a potential indicator of illness of individual agents and groups of agents. The analytics engines  122 ,  322 ,  522  may detect questions, for example based on intonation, voice recognition, and the like, keeping metrics as a possible indicator of need for training of individual agents or groups of agents. The analytics engines  122 ,  322 ,  522  may monitor agent&#39;s speech with mute on or off and make decisions on content, keeping metrics as indicators of time spent on work communications and personal communications. In all cases, a supervisor may be alerted when a metric threshold is exceeded, making it unnecessary for a supervisor to personally monitor calls or observe agents. 
         [0050]    Various embodiments of the present disclosure can be implemented in digital electronic circuitry, or in computer hardware, firmware, software, or in combinations thereof. Embodiments of the present disclosure can be implemented in a computer program product tangibly embodied in a computer-readable storage device for execution by a programmable processor. The described processes can be performed by a programmable processor executing a program of instructions to perform functions by operating on input data and generating output. Embodiments of the present disclosure can be implemented in one or more computer programs that are executable on a programmable system including at least one programmable processor coupled to receive data and instructions from, and to transmit data and instructions to, a data storage system, at least one input device, and at least one output device. Each computer program can be implemented in a high-level procedural or object-oriented programming language, or in assembly or machine language if desired; and in any case, the language can be a compiled or interpreted language. Suitable processors include, by way of example, both general and special purpose microprocessors. Generally, processors receive instructions and data from a read-only memory and/or a random access memory. Generally, a computer includes one or more mass storage devices for storing data files. Such devices include magnetic disks, such as internal hard disks and removable disks, magneto-optical disks; optical disks, and solid-state disks. Storage devices suitable for tangibly embodying computer program instructions and data include all forms of non-volatile memory, including by way of example semiconductor memory devices, such as EPROM, EEPROM, and flash memory devices; magnetic disks such as internal hard disks and removable disks; magneto-optical disks; and CD-ROM disks. Any of the foregoing can be supplemented by, or incorporated in, ASICs (application-specific integrated circuits). As used herein, the term “module” may refer to any of the above implementations. 
         [0051]    A number of implementations have been described. Nevertheless, various modifications may be made without departing from the scope of the disclosure. Accordingly, other implementations are within the scope of the following claims.