text:
The present invention provides an audio analysis intelligence tool that provides ad-hoc search capabilities using spoken words as an organized data form. The present invention provides an SQL like interface to process and search audio data and combine it with other traditional data forms.
1. A method of searching audio data, comprising the step of:
defining a phrase to use for searching;
defining a minimum confidence level for searching;
searching a set of audio segment for said phrase; and
producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
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15. A method of operating contact center, comprising the step of:
connecting a plurality of calls to at least one customer service representative;
recording audio segments from each of said plurality of calls;
defining a phrase to use for searching;
defining a minimum confidence level for searching;
searching said set of audio segment for said phrase; and
producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
16. A system for searching audio data comprising:
control logic operable to define a phrase to use for searching and define a minimum confidence level for searching; and
a search engine operable to search a set of audio segment for said phrase and produce a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
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29. A contact center comprising:
a switch configured to connect each of a plurality of calls to a customer service representative workstation;
a memory connected to said switch and configured to record audio segments from each of said plurality of calls;
a supervisory terminal configured to define a phrase to use for searching and a minimum confidence level for searching;
a search engine connected to said supervisory terminal and to said memory for searching said set of audio segment for said phrase; and
a display connected to said search engine and configured to produce a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase.
30. A method for analyzing audio data, comprising:
storing an audio segment in a speech repository;
storing information regarding the audio segment in a database;
establishing a search criteria including speech and SQL criteria for locating for spoken words or phrases in said audio segment using speech recognition technology;
searching said audio segment and said database in accordance with said search criteria; and
providing a report based on said search.
[0001] The present application is a continuation-in-part of U.S. Provisional Patent Application No. 60/419,738 filed Oct. 18, 2002 and is related to U.S. Provisional Patent Applications 60/496,916 entitled System For And Method Of Automated Quality Monitoring filed Aug. 22, 2003 and 60/419,737 entitled Methods and Apparatus for Audio Data Monitoring and Evaluation Using Speech Recognition filed Oct. 18, 2002, and the Continuation-in-Part Application Serial No. ______ of the latter by the same title and filed contemporaneously herewith, all of which are incorporated herein by reference in their entireties.
[0002] 1. Field of the Invention
[0003] The present invention relates to the field of audio data monitoring, such as the monitoring of telephone calls and, more specifically, to leveraging voice recognition technology to provide new and improved features and functionality for use in audio data analysis and data mining. Such new and improved features and functionality include speech and data SQL integration for fast and efficient searches of audio data for spoken words, phrases, or sequences of words, as well as other features and functions described herein.
[0004] 2. Description of Related Art
[0005] Prior art telephone call monitoring typically consisted of recording telephone calls and the manual monitoring of only a select few (e.g., 5%) of the recorded calls by a call center employee or supervisor. Searching for particular words or phrases must be performed manually by listening to segments of audio recordings. Such manual call monitoring is tedious, time consuming, laborious, and costly.
[0006] Call monitoring is often included as part of modem call or contact center supported by modem Computer Telephony Integration (CTI) systems. CTI is an indispensable component of doing business over the telephone, CTI middleware providing a software bridge between computers and telephone systems in contact centers. CTI functions to bringing together computer systems and telephone systems so that their functions can be coordinated. Functionality made possible by core CTI technology include: Interactive Voice Response (IVR) integration, which transfers caller-entered IVR information to Customer Support Representative (CSR) desktop PCs, Screen Pop and coordinated call-data transfer between CSRs. By integrating computers and telephone systems, contact centers can realize significant advances in both CSR productivity and the quality of customer service.
[0007] CTI applies computer-based intelligence to telecommunications devices, blending the functionality of computers and computer networks with the features and capabilities of sophisticated telephone systems over an intelligent data link to gain increases in CSR productivity, customer satisfaction and enterprise cost savings. CTI combines the functionality of programmable computing devices with the telephony network through the exchange of signaling and messaging data between the switching systems and a computer. CTI's principal undertaking is to integrate various call center systems and platforms, including PBXs, LANs, IVR/VRU systems, predictive dialers, the desktop PC and Internet-based applications.
[0008] Three functions-IVR integration, screen pop and coordinated call-data-transfer lie at the core of most CTI implementations. A common CTI function is the �screen pop� or �smart call handling�. The screen pop uses telephony-supplied data typically ANI (automatic number identification), DNIS (dialed number identification service) and/or IVR-entered data to automatically populate a CSR's desktop application screen with information related to the transaction, such as a customer's profile or account information, scripts or product information. When the CSR answers the phone, he or she knows who is calling and is better positioned to provide effective customer service. Closely related to the screen pop application is an application often referred to as �coordinated call-data transfer.� A typical scenario for this application might proceed as follows. A Tier 1 CSR receives a customer call. The Tier 1 CSR realizes that the customer will have to be transferred to a Tier 2 CSR to satisfy the customer inquiry. With a few clicks of the mouse, coordinated call-data transfer functionality allows the transferring CSR to send both the call and the updated screen data to the receiving CSR. With all of the information relating to the first transaction, the receiving CSR has more data and is able to more efficiently and effectively conduct the next customer interaction.
[0009] IVR integration typically rounds out most basic CTI implementations. With IVR integration, information a customer enters into an IVR system is automatically displayed on a CSR's desktop PC when the customer elects to speak directly to a CSR. At the same time, information collected by the IVR system can be used to trigger a screen pop. With this functionality, customers are relieved from having to repeat basic information when transferring to a live CSR. The customer is able to carry on with the live CSR where he or she left off with the IVR system.
[0010] CTI functionality has four principal benefits including (i) increased CSR productivity; (ii) more competent customer service; (iii) faster access to customer information; and (iv) long distance cost savings. With CTI, CSR productivity increases significantly. CSRs are relieved from having to ask customers for routine information or for information the customer has already provided, either to another CSR or to another call center device. Time spent keying in database access information and waiting for resulting information is eliminated. With these process improvements, the overall call processing time is reduced, allowing CSRs to process more calls more efficiently in the course of a typical day. With screen pop functionality alone, the typical call center should be able to realize a 10 to 15 second reduction in average call processing times. The screen pop functionality offers a significant savings to a contact center when implementing �core� CTI functionality. When there are frequent transfers of customer's calls, either from an IVR system or between CSRs, the reduction in average call processing times can be even greater.
[0011] Another benefit of CTI is the ability to deliver more competent customer service. With core CTI functionality, customers are recognized by name as soon as they reach a live CSR. In addition, customers are relieved from having to repeat routine information every time they are transferred to a different call center location. To the customer, CTI is transparent, as it provides the customer with a seamless interaction, and giving the customer a favorable impression of the organization as a competent, customer-focused operation.
[0012] CTI further supports upselling and cross-selling existing customers. Having fast access to customer information is a critical requirement to being able to upsell and cross-sell effectively. By allowing CSRs to access customer information as they make voice contact with the customer, CSRs are better able to plan up-sale and cross-sale proposals.
[0013] An additional benefit of CTI is reduced long distance charges per call. CTI allows the call center to process calls faster, the technology can result in considerable reductions of long distance charges.
[0014] With reference to FIG. 1, a typical call or Contact Center 100 may include a switch 102 such as an Automatic Call Distributor (ACD) and/or Private Branch Exchange (PBX) connected to a communications network, such as the Public Switched Telephone Network (PSTN) for receiving calls from and making calls to customer telephones 101.
[0015] Switch 102 is connected to and cooperates with Interactive Voice Response system 103 for automatically handling calls (e.g., playing messages to and obtaining information from callers, etc.) and with CTI Server 104 for routing calls to CSRs. CTI Server 104 is also connected to Switch 102 for receiving call information such as DNIS and ANI, and to CSR Workstation 105 for providing information to a CSR. CSR Workstation 105 may connect to Database 106 directly and/or receive information form Database 106 through CTI Server 104 when an appropriate connection (not shown) is available. A CSR has access both to CSR Workstation 105 and to CSR Telephone 107 for conversing with customers and retrieving data from and inputting data into Database 106 and performing other call handling actions using CTI Server 104, IVR 103 and Switch 102.
[0016] Referring to FIG. 1, a typical call processing session may proceed as follows.
[0017] 1.) A customer call from telephone 101 comes into ACD/PBX switch 102.
[0018] 2.) The call gets routed to IVR 103.
[0019] 2a). Switch 102 sends ANI, DNIS to CTI Server 104.
[0020] 3.) IVR 103 requests call data from CTI Server 104.
[0021] 3a.) The call data is sent to IVR 103 from CTI Server 104.
[0022] 4.) IVR 103 and Caller exchange information.
[0023] 5.) IVR 103 sends call data to the CTI Server 104.
[0024] 5a.) IVR 103 transfers the call back to Switch 102.
[0025] 6.) CSR Workstation 105 requests data and the CTI Server 104 sends it.
[0026] 7.) Data sent to CSR Workstation 105 triggers a call to Customer Database 106.
[0027] 8.) The data from the caller data triggers a call to the Customer Database 106 to populate the CSR Screen 105 with the customer data as the voice arrives.
[0028] One of the tasks in running a call or Contact Center is to ensure that the system is properly operating and that each CSR is trained and efficiently handles interactions with customers. Such quality assurance tasks are often supported by call monitoring systems and methods. For example, U.S. Pat. No. 5,535,256 entitled Method And System For Automatically Monitoring The Performance Quality Of Call Center Service Representatives issued Jul. 9, 1996 to Maloney et al. describing a method and system for monitoring the performance of a CSR in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. U.S. Pat. No. 6,263,049 entitled Non-Random Call Center Supervisory Method and Apparatus issued Jul. 17, 2001 to Kuhn describing a computer-implemented method and apparatus for monitoring of CSR calls in a nonrandom fashion in order to provide a supervisor with flexible control over monitoring schedules. U.S. Pat. No. 6,408,064 entitled Method and Apparatus for Enabling Full Interactive Monitoring of Calls To and From a Call-In Center issued Jun. 18, 2002 to Fedorov et al., describing a CSR station at a telephone call center with a telephone speaker line connected to a microphone input at the sound card. These CSR stations are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station. U.S. Pat. No. 6,542,602 entitled Telephone Call Monitoring System issued Apr. 1, 2003 to Elazar describing a method of monitoring CSR telephonic interactions with customers including a) receiving a CTI datum associated with a telephone call between a CSR and a party, b) determining whether the telephone call is to be recorded by determining whether the CTI datum meets at least one predefined monitoring condition, and, if so, c) recording at least a portion of the telephone call.
[0029] While these prior art systems provide some degree of CSR monitoring and system quality assurance, improved methods and systems are needed to enhance monitoring functions, collect information, and support review and analysis of quality assurance and monitoring data.
[0030] According to one aspect of the invention, a method of searching audio data, comprises the steps of defining a phrase to use for searching; defining a minimum confidence level for searching; searching a set of audio segment for the phrase; and producing a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase. The �target� phrase to be found in the audio segment may include one or some combination of phrases, e.g., utterances, words, phonemes, etc. The minimum confidence level may set forth a threshold value that may be statically or dynamically defined based on various criteria.
[0031] According to a feature of the invention, the step of defining may include defining a plurality of phrases, with the step of searching including searching the set of audio segments for the plurality of phrases, while the step of producing includes producing a set of results of all occurrences of the plurality of phrases identified in a specified sequential order within the audio segments with the minimum confidence that a given occurrence within the audio segments is a match for a corresponding one of the plurality of search phrases.
[0032] According to another feature of the invention, the step of defining may include defining a plurality of phrases, the step of searching including searching the set of audio segments for the plurality of phrases, and the step of producing including producing a set of results of all audio segments including (i) at least one occurrence of a selected required one of the plurality of phrases and (ii) non-occurrences of at least one selected forbidden one of the plurality of phrases to be excluded from within the audio segments, the occurrence and non-occurrence determined with respect to the minimum confidence that a given occurrence within the audio segments is a match for a corresponding one of the plurality of search phrases.
[0033] According to another feature of the invention, the step of defining may include defining a plurality of phrases, the step of searching including searching the set of audio segments for the plurality of phrases, and the step of producing including producing a set of results of all occurrences of the plurality of phrases identified in a specified temporal relationship within the audio segments with the minimum confidence that a given occurrence within the audio segments is a match for a corresponding one of the plurality of search phrases.
[0034] According to another feature of the invention, the step of defining may include defining a plurality of phrases, the step of searching including searching the set of audio segments for the plurality of phrases, and the step of producing including producing a set of results of all audio segments lacking occurrences of the plurality of phrases identified in a specified temporal relationship within the audio segments with the minimum confidence that a given occurrence within the audio segments is a match for a corresponding one of the plurality of search phrases.
[0035] According to another feature of the invention, the temporal relationship may be with respect to the phrases (e.g., <phrase 1>within 5 second of <phrase 2.>) or with respect to the audio segment (e.g., <phrase 1>within 5 seconds of <segment end>).
[0036] According to another feature of the invention, the a step of identifying the set of audio segments may be included. Identification may be performed response to CTI data which may include (i) called number (DNIS) and/or (ii) calling number (ANI), and/or (iii) Agent Id (a unique identifier of the agent that handled the call).
[0037] According to another aspect of the invention, a system for searching audio data may include control logic operable to define a phrase to use for searching and define a minimum confidence level for searching; and a search engine operable to search a set of audio segment for the phrase and produce a set of results of all occurrences of the phrase within the audio segments and the confidence that a given occurrence is a match for the search phrase. The control logic and/or search engine may be implemented by software stored on and/or executed by a programmable processor such as a general purpose computer or a dedicated platform such as a CTI system.
[0038]FIG. 1 is a diagram of a Contact Center;
[0039]FIG. 2 is a block diagram of system for processing, storing and searching speech;
[0040]FIG. 3 is a block diagram of a computer integrated telephony (CTI) system incorporating audio processing according to an embodiment of the invention;
[0041]FIG. 4 is a dataflow diagram of the embodiment depicted in FIG. 3;
[0042]FIG. 5 is a screen shot of a workstation display depicting an application manager used to access CTI system components including systems and functionalities according to embodiments of the invention;
[0043]FIG. 6 is a screen shot of a workstation display depicting a speech browser main display used to browse and filter calls, playback audio, search for and retrieve audio associated with calls, and implement speech-processing of audio;
[0044]FIG. 7 is a screen shot of a workstation display depicting a system control or commander feature used to start and stop system operations and to provide system status information;
[0045]FIG. 8 is a screen shot of a workstation display depicting a speech resources feature used to display system utilization information;
[0046]FIG. 9 is a screen shot of a workstation display depicting a speech mining browser used to implement simplified searching of audio segments;
[0047]FIG. 10 is a screen shot of a workstation display depicting a speech mining browser used to implement advanced searching of audio segments;
[0048]FIG. 11 is a screen shot of a workstation display depicting a rules implemented by a rules engine defining action to be taken upon receipt of a call;
[0049]FIG. 12 is a screen shot of a workstation display depicting speech processor functions used for the batch processing of audio files;
[0050]FIG. 13 is a screen shot of a workstation display depicting a progress indicator showing batch processing of audio files;
[0051]FIG. 14 is a screen shot of a workstation display depicting a speech statistics setup feature used to configure real-time graphic display of system statistics including statistics indicating the occurrence and/or non-occurrence of particular target phrases in associated audio segments and/or associated with selected categories of calls;
[0052]FIG. 15 is a screen shot of a workstation display depicting a sample graph of system statistics including the counts of specified target phrases identified at or associated with particular agent workstations;
[0053]FIG. 16 is a screen shot of a workstation display depicting a speech reporting feature used to create selected reports;
[0054]FIG. 17 is a screen shot of a workstation display depicting a sample report generated by the system including speech-related statistics;
[0055]FIG. 18 is a block diagram of a contact center according to an embodiment of the invention; and
[0056]FIG. 19 is a flow diagram depicting a method of collecting, processing, organizing, and searching speech segments according to an embodiment of the invention.
[0057] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the invention. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an example embodiment of the invention. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the invention.
[0058] To address the shortcomings of prior art systems, it would be advantageous to provide an automated call monitoring system capable of automatically analyzing all telephone calls as they are recorded, which is also capable of reviewing and monitoring previously recorded calls. It would be further advantageous to be able to easily search for spoken words, phrases or word sequences in the recorded audio using speech recognition technology.
[0059] In a modern contact center, there is more to voice logging than just recording audio. There are many reasons why a contact center has a voice, or call, logger: liability, training, and quality are some examples. To be useful, logged conversations must be located by some reasonable criteria in a timely manner.
[0060] In a typical situation, a contact center manager may receive a call from a caller who may be dissatisfied with service provided by a CSR during a recent call. To investigate the issue, the contact center manager may ask for the caller's name, time and date of the call, and the name of the agent they spoke to. Using prior technology, the task of locating the call recording in any voice logger if formidable. Although it may be approximately known when the caller called (or at least when they think they called, given time zone differences), it may be difficult to identify the CSR handling the call. Thus, the manager must search for the recording, knowing that it will take hours to locate the right one, and that the correct recording may never be found. This search problem is exacerbated in many situations in which there is a free seating environment for the CSRs such that, even knowing who the agent was and which campaign the call came in on, it will be of little help, because there is no way to link the voice data with the caller's record. Thus, it is desirable to reduce the number of records to be searched to a manageable subset. Ideally, the desired record(s) can be located in seconds with a simple, single search command. These goals and objectives are satisfied according to the various embodiments of the invention.
[0061] A voice logger according to one embodiment of the invention is more than a simple tape recorder, with sufficient data recordings that can be quickly located and played back. To obtain the necessary data, the voice logger may be integrated into a contact center's infrastructure, preferably to the ACD/PBX switch. For more complex searching, the voice logger may be integrated with the IVR and CSR workstation software.
[0062] One arrangement to integrate a call logger is to merge data from the billing output of the switch (SMDR) into the logged call records. Generally, the SMDR (The term SMDR is used generically to encompass all billing outputs) output of a switch contains the time/day of the call, the phone number of the party in the PSTN, the extension of the party on the switch, and the involved trunk ID. An advantage to SMDR integration is its relative ease of implementation and low cost. Many commercially available switches include a SMDR port by default. The SMDR port is usually an RS232 port that outputs billing records at the completion of calls. There may be a number of disadvantages to the use of SMDR. For example, the SMDR port may already be in use by the billing system such that, to share the data, an RS232 splitter device may be employed.
[0063] The amount of data available in the SMDR record, though sufficient for billing, may not be sufficient for narrowing searches. For example, CSR ID may not be included as an output field such that, in a free seating environment, it may be difficult to directly identify and locate calls for a particular CSR. Further, recorded call segments that span conferences and transfers may be difficult to accurately be accounted for. Another problem sometimes encountered is caused by systems using some form of proprietary fixed data format. In such cases, it may be difficult to obtain assistance from the switch manufacturers to update its SMDR format to accommodate advanced voice logging features. Note also that the call logger and the switch must agree, to the second, on the current time; clock drift will interfere with the logger's ability to merge data and that data from other sources, such as an agent's desktop or from an IVR may be difficult or impossible to integrate.
[0064] Some advanced features of an embodiment of the present invention rely on a Computer Telephony Integration (CTI) approach. CTI is used here as a generic term to describe a computer system that operates as an adjunct to the ACDIPBX. The adjunct system receives a stream of call related event messages for processing. Additionally, CTI can include the use of CTI middleware. Commercially available ACD/PBX switches typically include such CTI capability. An advantage to the use of CTI is that almost any available data can be collected and stored with the recording. In its simplest form DNIS, ANI/CLID, collected digits, and agent ID can be obtained and stored. Additionally, more complicated integrations can be performed. CSR entered data, data from a CRM system, and data from an IVR can be collected and attached to recordings. Contacts that span multiple agents can be retrieved together. PBX/ACD features such as free seating are easily accommodated. As new sources of data become available, they can be integrated into the CTI solution.
[0065] A CTI based system according to embodiments of the invention is not dependent on the clock settings of the switch. The CTI system receives the event messages in real-time and records the data in the call logger as the data becomes available. If there is no current CTI solution in a center, many of the other benefits of CTI (such as screen pop and cradle to grave reporting) can be realized at the same time. That is, the installed system becomes a base upon which other advanced contact center features can be built and provide for more efficient operations. To retrieve call related data, a supervisor simply asks the caller for their account number (or for any other data used to uniquely identify callers) and executes a search in the call logging system. The supervisor is quickly given access to the call recording and can evaluate and handle the situation. There typically is no need to call the customer back, nor is there a need to spend countless hours searching for the necessary recording. In addition to CTI data, which is optional, audio segments always have intrinsic data such as the start and end time of the call and the recording channel which captured the call.
[0066] Thus, embodiments of the present invention include audio data analysis and data mining using speech recognition technology. Embodiments of the present invention further provide an audio analysis intelligence tool that provides ad-hoc search capabilities using spoken words as an organized data form and an SQL like interface to process and search audio data and combine it with other traditional data forms.
[0067] The present invention integrates a search for spoken words, phrases or sequences of words in an audio segment with a search for traditional SQL data. As shown in FIG. 2, a speech repository 201 is provided which stores recorded audio (e.g., recorded telephone calls). A database 202 is provided which stores information regarding each call that is recorded and stored at repository 201. Call data stored at database 202 may include the start and end time of the call, the ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) of the call, agent identification information, CTI (Computer Telephony Interface) information pertaining to the call (which may be accessed by integrating a CTI database 204 with the database 202), and any other information that may be pertinent to the call. The CTI database stores customer information. A search engine 205 is provided for searching both the database 202 and the speech repository 201.
[0068] A search criteria is provided to the search engine 205 that includes Speech Criteria and SQL criteria inter-mixed. An example of such an inter-mixed search criteria is as follows.
[0069] Search all
[0070] WHERE StartTime>�10:00:00 10/31/2001� AND
[0071] EndTime<�11:00:00 10/31/2001� AND
[0073] AGENTSUFX=�Group 1� AND
[0074] (Said=�TALK TO YOUR MANAGER�
[0075] OR Said=�TALK TO YOUR BOSS�
[0076] OR Said=�TALK TO YOUR SUPERVISOR�
[0077] AND Said=�COMPETITOR NAME� OR Said �CANCEL SERVICE�)
[0078] A pre-processor in the search engine 205 creates a �meta-SQL� that modifies the original search criteria so that every instance of speech expressions within the search criteria is replaced with an expression that evaluates to TRUE, such as �True=True�, to enable an SQL search of the database 202. In the example search criteria set forth above, the speech criteria portion:
[0079] (Said=�TALK TO YOUR MANAGER�
[0080] OR Said=�TALK TO YOUR BOSS�
[0081] OR Said=�TALK TO YOUR SUPERVISOR�
[0082] AND Said=�COMPETITOR NAME� OR Said �CANCEL SERVICE�)
[0083] may be replaced with the following expression:
[0088] so that the meta-SQL is as follows:
[0089] Search all
[0090] WHERE StartTime>�10:00:00 10/31/2001� AND
[0091] EndTime<�11:00:00 10/31/2001� AND
[0093] AGENTSUFX=�Group 1� AND
[0098] The search engine 205 executes the meta-SQL against the database 202. This yields a �search set�. In this example, the search set will include all calls which start at 10:00 on Oct. 31, 2001 and end on 11:00 on Oct. 31, 2001 where the dialed number was 800-555-1212 and handled by agents in Group 1. The search set identifies a set of voice communications (e.g., telephone calls) within the speech repository 201. For each voice communication in the set identified by the meta-SQL search, a speech search is executed by the search engine 205 for each of the search expressions that were given in the original search criteria. Using the example search criteria provided above, each voice communication in the set identified by the meta-SQL search of database 202 is located in the speech repository 201 and searched for the speech expressions:
[0099] (Said=�TALK TO YOUR MANAGER�
[0100] OR Said=�TALK TO YOUR BOSS�
[0101] OR Said=�TALK TO YOUR SUPERVISOR�
[0102] And Said=�COMPETITOR NAME� OR Said �CANCEL SERVICE�).
[0103] Each result of the speech search is written into the database 202, thus bringing the speech domain to the database domain. The results of the speech search may be stored in a separate portion 203 of the database 202.
[0104] The speech expressions in the search criteria are then replaced with references to the database table 203 where the speech results were written from the speech search. The new, replaced search criteria is executed against the database, providing a �final result� set.
[0105] Embodiments of the present invention allow customer interaction center managers and executives to fully understand the dynamics of agent and customer communication through analysis of spoken word, without the need to invest in the tedious, time consuming, laborious, boring and very expensive process of having to expend cycles listening to live or recorded audio. Mining of audio content and combining audio data with other traditional forms of data penetrates a frontier that has been high on the wish list of Contact Center managers until now. Embodiments of the present invention provide for historical analysis without the need to reprocess speech and may be combined with speech�recognition monitoring of audio data as described in the commonly assigned and concurrently filed provisional application entitled �Methods and Apparatus for Audio Data Monitoring Using Speech Recognition� to enable the desirable paradigm of �process once, search many� with a search capability that approaches 70,000 times faster than real time.
[0106] Embodiments of the present invention may be incorporated into and invoked as part of a CTI system. An embodiment of the present invention for the retrieval of audio data is exemplified by a product designated of VorTecs, Inc. known as �Mine It!� Mine It! may be used in connection with VorTecs, Inc.'s Spot It! Product, that latter incorporating features of embodiments of the invention which is the subject of the above-referenced concurrently filed provisional application. (SER Solutions, Inc. is the successor in interest to VorTecs, Inc., and provides improved systems, Sertify providing a feature rich embodiment of Spot It! functions, and Sertify-Mining providing enhanced features to the Minelt! product.) As described therein, Spot It! and Sertify are rules based call monitoring applications designed to be compatible with customer interaction infrastructures that listens to calls and automatically executes actionable events based on the result. Sertify augments existing recording systems to provide a greater level of automation, enhanced operational flexibility, and a comprehensive electronic analysis of customer contacts including spoken word. A system configuration is shown in FIG. 3 including a Server 301 connected to and receiving data from Data Sources 302, Voice Information Processor (VIP) 305, and Audio Source 307. PBX 304 is connected to VIP 305 which, in turn, is connected to TagIT! 306 which, supplies its output to Audio Source 307. Server 301 includes both Core and Application Services, The Core Services include Configuration Manager 308, Node Manager 309 and State Manager 310. The Application Services include Voice Server 311, Speech Queue 312, Speech Worker 313, Rules Engine 314, Xml Database 315, and Report Server 316.
[0107] A dataflow for processing audio data is depicted in FIG. 4. As shown therein, audio from Audio Source 401 and VIP 402 are supplied to Voice Server 403. The combined audio files from Voice Server 403 are made available to Rules Engine 404 which applies one or more Rules 405 to selectively provide appropriate audio segments to Xml Database 406 and Speech Queue 407. Xml Database 406 associates the audio segments with Call Data, CTI Data and Customer 410. Speech Queue 407 makes the audio segments available to Speech Worker(s) 408 which processes the audio segments to provide Searchable Audio Format 409. The searchable format may convert the audio into a series of symbols, such as phonemes, that represent the speech and can be searched and otherwise handled as discrete data. Examples of word spotting and phonetic searching are described in U.S. Pat. No. 6,408,270 entitled Phonetic Sorting And Searching issued Jun. 18, 2002 to Garber; No. 6,061,652 entitled Speech Recognition Apparatus issued May 9, 2000 to Tsuboka, et al.; No. 5,884,259 entitled Method And Apparatus For A Time-Synchronous Tree-Based Search Strategy issued Mar. 16, 1999 to Bahl, et al.; U.S. Patent Publication No. 20020147592 entitled Method And System For Searching Recorded Speech And Retrieving Relevant Segments of Wilmot et al. published Oct. 10, 2002; and No. 20010049601 entitled Phonetic Data Processing System And Method of Kroeker et al. published Dec. 6, 2001.
[0108] FIGS. 5-17 depict screen shots of a speech mining interface according to an embodiment of the present invention. Referring to FIG. 5, an initial screen of an application manager provides a single, integrated interface for accessing all components of a suite of programs including those providing for the capture of audio and data and mining of the captured data. FIG. 6 depicts a speech browser providing an interface for (i) browsing calls, (ii) filtering calls, (iii) audio playback and queuing to exact moments when phrases are detected, (iv) speech mining, and (v) speech-processor (batch processing). By selecting an item from any one viewport, all other may be configured to automatically filter their results to match the selection. For instance, if the user selects the station �4121� from the tree, Alerts, Call History, and Speech Results viewports will be constrained only to calls that were recorded for the selected station �4121�. Furthermore, if the user then selects a specific call from the CallHistory viewport, then the Speech Results viewport may be configured to be constrained only to speech-results associated with the currently selected call. Toolbar buttons in the Speech Browser provide access to the Speech Mining and Speech-Processor functions (shown by themselves). All of the windows may be resizable to provide a familiar interface format.
[0109]FIG. 7 depicts a system control or system commander screen used to start and stop the systems, as well as provide system status information. Since the system may accommodate multiple servers, the system commander provides a single interface for starting, stopping, and viewing status across all servers. A speech resources component depicts in FIG. 8 displays current system utilization. It may be used to observe the rate of requests and how fast the system is keeping up with the requests, together with other system information.
[0110] The speech mining interface depicted in FIG. 9 can be invoked from the Speech Browser toolbar. The speech mining interface includes a Simple (FIG. 9) and Advanced (FIG. 10) dialog for selecting the records of phrases that are to be located. A speech-query and data-base-query can be performed together and the unified result presented to a user in the main Alerts, Call History, and Speech viewports. The audio can then be navigated in the same way that regular historical data can be navigated. FIG. 10 depicts the advance tab of the speech mining interface allowing users to build more complex queries against their data. The advanced tab allow users to create SQL and speech-queries that are integrated into a single query.
[0111] Definition of rules is supported by the interface depicts in FIG. 11. The rules that the rules engine maintains determine what actions are to be taken when a call is presented to the system. In the example depicted in FIG. 11, two important functions have been implemented: StartCall( ) and Speech( ). The StartCall( ) rule determines if a call should be monitored by the system. The Speech( ) rules determined what actions to take when a piece of audio has been processed by the system and is ready to be searched. In this case, the rule displays a warning each time the user mentions the phrase �application�, �manager�, �engineer�, or �tabby cat�.
[0112] A dialog displayed upon start of the speech processor is depicted in FIG. 12. The speech processor is a feature of the speech browser that is used for monitoring calls that have not yet been processed by the system. Normally, calls are automatically processed by the system as they take place. This feature allows users to process call that were purposely not processed automatically or to process old call that existed prior to system availability. The speech processor will process the set of calls that are currently being displayed in the speech browser. A typical use of the system is to first use the speech mining feature to constrain the calls to the one that have been selected for processing, and the invoke the speech processor for the calls that have been selected. Speech processor progress may be displayed by an appropriate progress indicator as depicted in FIG. 13, showing calls as processed by the system. Once processed, the calls can be searched at high-speed. Processing may include conversion of the audio into a series of symbols representing the speech, e.g., phonetic information.
[0113]FIG. 14 depicts a speech statistics setup display. The speech statistics component is used for displaying real-time graphics of statistics that are maintained by the business-rules of the system. For instance, a statistic can be created to count the number of times that a specific phrase is heard, is missing, or to calculate statistics based on any other measures. Once the speech statistics are setup, a graph such as depicts in FIG. 15 may displayed and updated in real-time. A user can watch as the graph dynamically changes over time to observe trends, not only with speech-related statistics, but with statistics than can be calculated by speech, CTI, system, and user-data.
[0114] Reports may be defined using, for example, the speech reports setup screen depicted in FIG. 16. The speech reports component is used to report on statistics that are maintained by the business-rules of the system. For instance, a statistics can be created to count the number of time that specific phrase is heard, found to be missing, or to calculate statistics based on any other measure. An example of a resulting report is shown in FIG. 17. Once the speech reports are setup, such a report will be displayed. A user can examine the report to observe performance trends, not only with speech-related statistics, but with statistics that can be calculated by speech, CTI, systems and user-data.
[0115] As described above, a speech mining interface according to an embodiment of the invention is invoked from a speech browser tool bar within an application such as Sertify The interface offers a simple and advanced dialog box for implementing search criteria. The tool allows for analysis of words, phrases and the ability to combine audio searches with other available data collections (such as CTI data or call-related data). In other words the interface accesses a database query tool that includes speech as data, as well as traditional data forms. The unified content is presented as an inventory of audio files that are indexed and point to the exact location in the dialogue where the target utterance resides.
[0116] Embodiment of the present invention provide the following features and functions:
[0117] Treats voice as data;
[0118] Reduces overhead costs and capital expenditures;
[0119] Identifies trends by including spoken word searches;
[0120] Offers a holistic view of contact center and agent activity from the supervisor
[0121] Console;
[0122] Intuitive use with little training required;
[0123] Provides simple and advanced user interfaces;
[0124] Enables SQL like functionality;
[0125] Provides database integration capability;
[0126] Enables audio content mining;
[0127] Provides statistical and graphical reporting;
[0128] Includes multiple search modes; and
[0129] Provides voice logger integration.
[0130] Embodiments of the present invention may be implemented using the following standards and technology:
[0131] Microsoft� VBA
[0132] Microsoft� SQL Server
[0135] Client-Server Architecture
[0136] Voice Over Internet Protocol (VoIP)
[0137] Although embodiments of the present invention are applicable to a broad range of environments and applications, the examples provided above within the CTI environment are particularly well suited applications of the features and functionalities provided. Such a CTI system is shown in FIG. 18. A contact center 1800 includes:
[0138] Audio data monitoring (this component may be incorporated into various ones of the platforms depicted as appropriate)�A system that uses speech processing and automated rules to analyze calls for quality monitoring purposes and order validation.
[0139] Public Switched Network 1801�This is the public switched telephone network that provides a high quality voice connection between a customer and a call center.
[0140] Workforce scheduling 1802�This is a system that uses historical call data to create a staffing forecast in order to meet a specified service level for how long it will take before a call is answered.
[0141] ACD 1803�Automatic Call Distributor is a voice switching platform that connects to PSTN 1801 and to local extensions. Call center agents log in to ACD 1803 which associates a set of skills with each agent. When calls come in for a given skill, normally determined by the dialed number, ACD 1803 will distribute the calls to the set of agents that have the appropriate skill, normally in a round robin fashion.
[0142] ACD reporting 1804�An add on package to the ACD 1803 providing reports about ACD 1803 activity. Skill reports normally contain items such as calls handled, calls abandoned, and wait times. Agent reports contain agent specific information such as time on the system, calls handled, avg talk time, longest talk time, etc.
[0143] Dialer 1805�A system for predictive dialing. In predictive dialing calls are launched on behalf of a group of agents. Because not all calls may result in a live connect, the number of calls dialed is normally higher than the number of available agents. This system enhances productivity because the system only connects live answers and agents do not have to dial calls or listen to call progress such as ringing or busy signals.
[0144] IP 1806�This is an IP gateway so that VoIP calls can be handled by ACD 1803 in the same fashion as calls that arrive over PSTN 1801
[0145] IVR 1807�Interactive Voice Response (aka VRU or voice response unit) a system that allows automated call handling. The system can accept touch tone input, access data, and using text to speech, speak the data to the caller. A common example is a bank application where you can call and get your balance.
[0146] SR 1808�Speech Recognition is an add on to IVR 1807 that allows IVR 1807 to accept voice input in addition to touch tone input.
[0147] CTI 1809�A computer telephony interface middleware server that interfaces to the proprietary CTI interface of ACD 1803 and allows CTI clients to receive events and exert control over contacts.
[0148] Router 1810�An add on application to the CTI middleware for intelligent call routing. When a call arrives, CTI data from the call is used to access information and route the call appropriately, for example putting a high value customer at the head of the queue.
[0149] Call Recording 1811�A system that makes digital recordings of calls within the contact center.
[0150] Agent Groups 1812�The human employees of the contact center that handle voice calls.
[0151] Agent Desktop 1813�A computer interface that runs programs which support the agent interactions with callers.
[0152] Legacy Apps and Data 1814�Computer systems that contain data about the callers and the business. Used for routing decisions and to provide information to the callers.
[0153] Email 1815�A server for processing email messages. Properly skilled agents can handle email interactions as well as voice interactions.
[0154] WWW 1816�A web server that can host self service applications. Self service web applications can be used to off load work from contact center agents by providing information.
[0155] Audio Processor 1817�An audio server according to an embodiment of the invention, providing for the processing of audio from Call Recording 1811, generation of searchable audio segments, and supporting data mining.
[0156] A method for capturing and searching audio associated with respective calls is depicted in the flow chart of FIG. 19. As shown therein, a telephone conversation occurs at step 1901. This conversation may be carried over the public switched telephone network, or it may be over a data network using Voice over IP technology, or it may be a hybrid where some of the voice transmission is over the PSTN and some uses VoIP.
[0157] At step 1902, audio is captured from the conversation of step 1901 and a digital representation is made and stored within a computer system. If the recording is done through a digital PBX or a VoIP switch, then the capture may be accomplished through a direct data stream. Another option is an analog tap of a phone, in which case the voice is digitized as part of the process of making the recording. It is common for devices which record audio to compress the digital representation to conserve computer storage.
[0158] Step 1903 includes functionality provided by a CTI middleware product that can connect to a digital PBX or ACD and receive information associated with a call from the digital PBX or ACD. Although not a required component, it provides additional functionality. Examples of information that can be associated with a call are the callers number (CLID/ANI) the number dialed (DNIS) the local extension that received the call, and in the case of an ACD, the agent id of the person that handled the call.
[0159] When a new audio segment is available a decision is made at step 1904 whether that audio should be processed. If there is no CTI data some information may be provided by the recording device at 1902 such as which phone extension or trunk provided the audio. If the optional CTI interface is included, there is additional data as noted in connection with 1903. Using all available data logic is executed at 1904 and a decision is made about the audio segment. If the decision is to process the audio, then a reference to the audio and it's associated data is put in a queue for speech processing.
[0160] Speech processing 1905 is alerted when a reference to an audio segment is added to the queue, it invokes the speech engine to pre process the audio into an intermediate format. The intermediate format is a representation of the audio that is optimized for rapid searching. Some representations that are suitable for rapid searches are a statistical model of the phonemes or a text representation of the contents of the audio. Once the intermediate format is created, then rules determination is executed at 1906.
[0161] Data entry occurs at 1909. In a call center environment agents often enter data about a call into a computer system during the call. An example could be the length of a subscription. This is also not a required element. However, if data is collected in association with a call, then this data is also associated with an audio file and can be used to create dynamic rules at 1906.
[0162] A process for offline rules creation is provided at 1910. Such rules can be static or dynamic. Static rules are fully defined at rule creation time and do not involve any data elements that are only known at run time. An example of a static rule would be �generate an alert if at any time on the call there is at least a 70% confidence that the audio contains Take your business elsewhere�. Dynamic rules contain some template information and the rule can only be fully formed when the audio and it's associated data is known. An example of a dynamic rule would be �Generate an alert if the audio does not contain �Thank you for calling my name is {agentid} how may I help you� where the name of the agent that is handling the call is substituted for {agentid}. A set of individual rules are then gathered into a rule set, and further logic is defined for a rule set to control when that set is applied. This logic can use any information that is known about an audio segment. According to a preferred embodiment, rules may contain some phrase that is to be used to search the audio, and this phrase is entered by typing into an interface. It should be noted that other methods of entering phrases, such as speaking them into the system may be employed in the future.
[0163] The logic processing according to 1906 is executed when an intermediate file is created. Rules determination considers the information known about the audio and determines which rules sets to apply to the audio. More than one rule set may be applied to a single instance of audio. If any of the applicable rules sets contain dynamic rules, then, at 1906, the data substitutions are made to create a rule applicable to the audio segment. There is a loop between steps 1906, 1907 and 1908. Since rules execution contains branching logic, the rules are executed in step 1906, but as part of that execution searches may be performed (step 1907) and corresponding actions may be initiated (step 1908). A speech queue is used to allow search requests (step 1907) to be performed by any available speech worker.
[0164] At step 1907 any searches required to support the rules execution are performed. Searches are performed against the intermediate file created at step 1905. If the intermediate format is a statistical model of the phonemes, then the search string must be represented as a set of probable phonemic representations of each word in the search string. If the search string was entered as text, a mapping of the text to a plurality of possible phoneme strings is performed in this step. (Note that a single text phrase may map to more than one symbolic representation.) If the intermediate file is text, then no format conversion is required. Once the intermediate file and search string are in a common format, a pattern match is performed, and a confidence is returned that the search pattern exists within the processed audio.
[0165] When a search is performed for a specific phrase by a speech process, a list of result hypotheses are returned from the speech recognition engine. Each result in the list is given an associated �confidence score� that indicates the probability that the result is, in fact, a correct result. The distribution of confidence scores is typically not uniform across all search phrases and therefore a �confidence threshold� value is determined for each search phrase that indicates what the lowest acceptable confidence threshold for a search result may be in order to be considered by the system to be a correct result.
[0166] The process of threshold determination is performed by first determining a set of calls that represent a test or training set. A specific phrase is selected, a search is performed, and the resulting list of result hypotheses will be returned. A human listener is then used to listen to the list of result hypotheses and to determine at what point in the result distribution that the confidence scores fail to be accurate. As the listener inspects search results, they are queued to the exact point in each call that the candidate result was located and allows the listener to only listen to a small portion of each call in order to determine the appropriate threshold.
[0167] As part of the rules processing actions can be initiated, such as creating an alert or incrementing a statistic. According to one embodiment, alerts and statistics may be stored in a relational database.
[0168] It should now be appreciated that the present invention provides advantageous methods and apparatus for audio data analysis and data mining using speech recognition.
[0169] In this disclosure there is shown and described only the preferred embodiments of the invention and but a few examples of its versatility. It is to be understood that the invention is capable of use in various other combinations and environments and is capable of changes or modifications within the scope of the inventive concept as expressed herein. For example, while embodiments of the invention have been described in connection with contact centers, CTI and other telephony based application, embodiments of the invention are equally applicable to other environments wherein speech, audio, and other real-time information may be collected, stored and processed for rapid searching. Thus, although the invention has been described in connection with various illustrated embodiments, numerous modifications and adaptations may be made thereto without departing from the spirit and scope of the invention as set forth in the claims. Furthermore, it should be noted and understood that all publications, patents and patent applications mentioned in this specification are indicative of the level of skill in the art to which the invention pertains. All publications, patents and patent applications are herein incorporated by reference to the same extent as if each individual publication, patent or patent application was specifically and individually indicated to be incorporated by reference in its entirety.
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Local news for Madison, WI continually updated from thousands of sources on the web.
Shots fired on Madison's east side
3 hrs ago | WKOW-TV | Comment?
News from around Wisconsin at 5:58 p.m. CDT
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UW-Madison's Regional Dictionary running low on money
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Gogebic gives up on the mine
Friday | WTAQ-AM Green Bay | Comment?
High court candidates Bradley, Daley to debate Friday
Friday | Milwaukee Journal-Sentinal | Comment?
Student stabbed while leaving class at Texas high school
Friday Mar 27 | WAOW | Comment?
Millennial student band headlines a night of quirky local acts
Friday Mar 27 | The Badger Herald Online | Comment?
Report on Madison shooting to be delivered to D.A. today
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Friday Mar 27 | WEAU-TV Eau Claire | Comment?
Data shows autopilot was reprogrammed on Germanwings flight
Blue lights honor fallen trooper Trevor Casper
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Union: Test shows Madison officer was sober after shooting
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text:
BusinessWeek: The Chili Peppers' Sour Grapes Over iTunes
"These guys call themselves rock musicians? Where, I ask you, is their sense of storming the Establishment ramparts, of thumbing their noses at authority? Instead, by refusing to let Apple (AAPL ) sell their music online at the new iTunes Music Store, the Red Hot Chili Peppers are leading a vanguard in the wrong direction. They might as well put their clothes back on.
In truth, opposition makes little sense. Even some execs from the biggest labels have signed on to iTunes. Says Universal Music Group CEO Doug Morris, one of the album format's inventors: 'iTunes is pushing us into the future of how music is produced and consumed.'"
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text:
Foxes shutout UNH in home opener
After a tough road trip that yielded four consecutive losses, the Marist Red Foxes men's soccer team picked up its first win of the season, a 2-0 victory over the New Hampshire Wildcats on Saturday Sept. 14. A crowd of 446 braved overcast weather for the Foxes' 2013 home opener, their fifth win in their past six Poughkeepsie debuts.
Sophomore Steven Arraiano tallied the game-winning goal while junior Nick Bramall put one in minutes later.
Goalkeeper Anthony Sokalski made eight saves in the shutout victory.
Head coach Matt Viggiano is pleased that his team finally has their first win under their belt.
"To get the first win off your back, especially at home, is an especially big deal for your team," Viggiano said. "I think it was deserved, and it helps us to move on for the rest of the season."
Viggiano was especially pleased with the play of Sokalski, who notched his fourth career shutout.
"[Anthony] continued to do a great job," Viggiano said. "He's been our MVP thus far."
Sokalski, a 2012 transfer from Binghamton has impressed this season with a 1.60 goals against average in his second season with the team. He also leads the MAAC with 31 saves.
"I have to do my part in the back," Sokalski said. "The guys in front of me have tried so hard to get goals for me and it's important to not let them down. It took a couple of games but it finally came together, which is huge, especially at home."
While the Foxes did not score a goal in their first four games, Arraiano broke through for the Foxes in the 66th minute of Saturday's game. Seven minutes later, Bramall put the Wildcats out of reach with a clinching goal.
"We were on a four game losing streak [on the road]," Arraiano said. "So coming home and getting the win in front of our fans was a pretty big deal for us. We got the momentum and hope it will carry over into our upcoming games."
The Red Foxes didn't pick up any wins or goals on their road trip, but the players brought silver linings forward, labeling the trip as a learning experience.
"It's important mainly for the experience to gain on and move on forward in the MAAC," said Arraiano, pointing out that the Foxes' first opponent UC Irvine tied Indiana after their Marist encounter. The Hoosiers won the NCAA men's soccer championship last season.
"We have to learn and to play on the road," Viggiano said. "It's tough especially on a banged up team like us."
Viggiano noted that the team is missing several scholarship players due to injury. To put things in perspective, he mentioned that in the team's 2-0 loss to Army on Sept. 11, the Foxes were only 12 players deep, in contrast to the Black Knights, who used 20 players. Viggiano, however, is confident his team can pick up the slack.
"We'll find a way to gut through things," he said. "That's the mark of a good team, to go show strength in adversity. Hopefully [this trip] will prepare for the MAAC and help cope with the places."
After their season opening road trip, the Foxes will enjoy a mini-homestand, with Hartford and Sacred Heart coming to Poughkeepsie on Tuesday and Saturday of this week. The Foxes finish out their non-conference slate on the road against Brown before starting the MAAC portion of the schedule on the road against Rider on Oct. 5. The home MAAC slate kicks off Oct. 9 against Canisius.
"I thought particularly in the second half we were starting to find our identity against New Hampshire," Viggiano said. "We played the game we like to play by moving the ball around and playing very unselfishly. Obviously we talk about not losing games at home, protecting our house and all that other fun stuff. It's home where you find your identity and where you gain the confidence to go out and win on the road."
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text:
Blueberry Betty
|Zwieback crumbs
|1 1⁄2 Cup (24 tbs) (Coarse Crumbs)
|Frozen blueberries
|13 Ounce, thawed (1 Package)
|Mixed cake spices
|1⁄2 Teaspoon
|Grated lemon rind
|1⁄2 Teaspoon
|Lemon juice
|1 Tablespoon
|1⁄3 Cup (5.33 tbs)
|Melted butter/Margarine / fat / salad oil
|1⁄4 Cup (4 tbs)
|Top milk/Light cream
|2 Tablespoon
Prepare zwieback crumbs by crushing crackers with rolling pin into coarse crumbs.
Arrange alternating layers of zwieback crumbs, blueberries, and the cake spice, lemon rind, lemon juice, honey, and melted butter, which have been combined, in a 1-qt casserole, having zwieback crumbs on top.
Bake in moderately hot oven of 375°F for 25 min.


text:
Steve Gibson
A new version of AIR has been released. The primary change is that it now supports the dc3dd imager and doing 2 hashing algorithms.
Thanks to Dr. Nanni Bassetti for his modifications and feedback that made this release possible.
As always, feedback and comments appreciated.
Hi Steve,
I'm trying to install v2 on Ubuntu 10.4 but for some it doesn't work. it successfully instll the package but when
I type air to run it, I get this error:
Can't locate Tk.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/local/bin/air line 21.
BEGIN failed-compilation aborted at /usr/local/bin/air line 21.
can you please let me know how to fix this?
Nanni Bassetti
you have to install:
all by sudo.
Remember you must have also:
md5deep package
Check if you have problem to download the perl-tk automatically because you proxy server (if you have one)
try in this way
sudo apt-get install perl-tk
thanks bye
Nanni Bassetti
yep, thanks
"sudo apt-get install perl-tk" worked.
Just wanted to give some feedback. It looks like a slow forum. I'm surprised more people haven't found you. ;) I just turned a forensic police officer onto it, so maybe things will pick up a little. I'm in the process of testing it now. Very nice piece of work. I get sweaty palms and a head ache when trying to use dd because it is so powerful and dangerous. I LOVE how you output the command you are using. It is an educational tool as well. <G>
Steve Gibson
Yes, it tends to be slow around here. Glad to hear that you are liking it so far. Let us know if you find any problems or have any suggestions and we'll do what we can to help you out.
>>you have to install: perl-tk sharutils all by sudo. Remember you must have also: md5deep package cryptcat dc3dd uudecode Check if you have problem to download the perl-tk automatically because you proxy server (if you have one) try in this way sudo apt-get install perl-tk
I just got the link to this forum.
Would it be possible that you add this information (included the cc compiler) to the readme file - this would be very helpful.
Also a comment that dc3dd has to be extra installed.
I just ran a first test yesterday - and I am still not yet sure if the tool is really helpful for me. The reason is simple: Most forensic tools run with Windows and only support .e01 and dd images. I do not prefer dd images as they always need a lot of space (whole size of the HD). If you compress them this does not really help very much, as you have to uncompress them to work with them. So .e01 or aff or other formats would be more helpful.
Is there a manual which helps me how to handle the tool? I regret, but I think it is not self explaining.
The first thing I noticed is, that there is no progress bar, so that you have no idea how long it will need till the job ist done. This is very important at customer investigations as the colleagues from the "paper front" always ask you: when are you ready?
"I don't know" is a bad answer.
The second is that there seems to be no language support - not so problematic, but it would be helpful. If you give me a list with the text to translate, I could try to translate it into german.
The third is that it seems to be able to backup a HD to a directory of the same HD which is dangerous - no warning (don't worry, even Encase and X-Ways have no warning).
As a fourth I personally have no idea if the source / destination block size is automatically set correct or if I have to change something. I am not sure if this setting means the sector size / cluster size / something else? And what are the effects if this value is setted wrong.
As a fifth I think tooltips which explain things like "iflag" "cryptcat" … when moving the mouse over the the text would be helpful.
I just had a short talk with a colleague - and he told me that his last impression of the tool was that the GUI is confusing, this is his reason why he did not use it till now.
Networking: I have absolutely no idea what the tool does if I enter a target IP / port (I know IPs and ports) but I have no idea if it creates a file there or what it does at this IP/port / what I have to do at the target to get the image there. Absolutely no idea. Do I have to run AIR on a second machine, enter the IP as source and the filename as target? How do I have to change IP settings (I have no idea how to do this in Linux, sorry). Can I use a Windows machine on the second site?
The same with the source - and I must admit that I have no idea how to get out the source / target IPs in Linux or how to change the settings. I know, this is a stu (silliest thinkable user) answer, but if you start a new tool for the first time, you will have the same problems.
Backing up via network would be an interesting solution for me as this offers the possibility to back up netbooks, MacBooks … where it is problematic to take out the HD without a damage.
Steve Gibson
Thanks for the feedback! I will try to answer all of your points as best as I can.
I can add more information to the readme file about the additional packages and binaries that may be needed.
As for images in .E01 format, it is possible to support this through the libewf library, but we will have to make some significant changes to the code to add this support. The same goes for AFF format - it is certainly possible to add support, we would just need to find the time to implement it.
Unfortunately we have no manual and this is just because of the time involved. I will look in to enabling and setting up the Wiki here on SourceForge and perhaps that can be used to create some documentation. This would also enable users to contribute.
1. As for the progress indicator, we can probably implement that, but it will require some thought. Currently the progress is handled by a simple program that receives data from STDIN, updates the count of total data seen, and then pipes the data to STDOUT which is then received by another process that writes the image file. To get an update for percent completed and estimated time to completion would require passing the size of the disk to the counter process.
2. Language support is definitely needed. This will require some re-coding, though. Right now all the strings are hard-coded in the app and they will need to be abstracted out to use external language files. Once we get to that point we'll definitely appreciate any help in getting translations for various languages.
3. As for writing to a directory on the same HDD which you are imaging… well, this shouldn't be an issue since you should never mount the target hard drive in the first place. If you are using a linux boot CD that allows the internal hard drive on the host system to be mounted automatically during the boot process then you need to find a linux boot CD designed for forensics that has the init scripts modified so as not to automatically mount ANY partitions or swap space.
4. The block size is simply the amount of data that will be read and written to the disks on each read/write operation. Standard disk sectors are 512-bytes, but most drives are designed to read significantly more than that in a single read/write operation. Different disks will perform differently, but generally I have found that using larger block sizes (32K or more) generally increases the speed. This has nothing to do with cluster sizes as clusters are a file system level abstraction. The imaging process doesn't care about the file system and only deals in disk sectors. There really is no "correct" block size, the only impact will be on the performance of reads and writes, and the only way to know that will be through experimentation and experience.
5. Tooltips would be good. We can look at implementing those (assuming Tk supports them).
The network imaging option requires AIR to run on each system (linux only). Your linux forensic workstation would have AIR running as the destination and will "listen" on a specific port. The system that will be imaging the hard drive will run AIR and specify the IP address and port of the destination system. It uses netcat or cryptcat (if installed) to transfer the image data over the network. In linux you can view/modify the IP addresses of your network interfaces by using the 'ifconfig' command in a console window.
Thank you. This helped me a little for my further work with AIR. AFF is not such an important format for me as it is not supported by our Forensic tools, but e01 with compression would be appreciated.
I will try tro run AIR via network the next days. Let's see…
1) A basic information with the "in about" time would be a first step.
By the way, I know the programmer of Guymager (I met him some months ago). Would it be helpful to come in contact with him, as he already knows more about .e01?
Hi, everyone,
Nice work, I've been working with fedora since 2 year ago, I can`t install this "save-me-from-disaster" tool you have programmed so well, because in my fedora 13 64 lacks of "perl.h" file - I've been googleing but can't find anything about. Can you help me? Thanks.
Steve Gibson
I'm not familiar with the current Fedora or packages available… Check to see if Fedora has a Perl-Tk package that you can install prior to running the AIR install script. If AIR detects that Perl-Tk is already installed, that should prevent the installer from downloading the Perk-Tk souce and compiling, which is likely where you are seeing the failure.
If you have no luck there, send me the install log (should be /tmp/air-install.log) and I'll see if I can figure out a work-around.
Nanni Bassetti
i just started working With AIR in Caine package, but the problem is that when i start the process of imaging even a single (.png) file it take a quite long time(hours) to verify, im not sure after the verification is the imaging complete, i also would be gld if u could explain more about the imaging over network feature of the AIR and what por number should we choose, and after, cause i use port 23, and after i click start on both ends it start to verify, but after few seconds it ask me to start again the whole process, im not sure what is going on actually?
Thanks in advance.
P.S: i installed the Air on my laptop


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Dealing With Hep C When You Are Hiv Positive
Here's a taste of what TheBody.com has to offer on this topic:
Ask the Experts
Double false positive HepC HIVI recently tested positive for HepC but then negative per RIBA and PCR. Then I tested positive for HIV then negative Western blot and PCR. I tested negative for ANA's, rheumatoid, and Lupus. I did have moderate hepatitis (5X baseline LFT's) preceded...
Response from Barbara McGovern, M.D.
Tufts University School of MedicineI am quite curious about your testing as well. I am bewildered as to what caused your false positive tests. Obviously you had a significant hepatitis and I hope you also had testing for other causes of hepatitis including monopot, hepatitis B,... Read more »
Confused about hygiene precautions in caring for HIV/HEP C positive MomDear Dr. Dieterich,I have recently come to take care of my mother who is both HIV and Hepatitis C... Read more »
curious (SEXUAL TRANSMISSION OF HEPATITIS C)(HEPATITIS C AND DELAYED HIV SEROCONVERSION)(CURE FOR HIV)Hey Dr. Frascino,First off, thanks for everything you do. Your hard work and dedication to all of... Read more »
Hepatitis C and HIV... What Is Hepatitis C? How Is It Diagnosed? How Is Hep C Treated? Can Hep C Be Prevented? Hep C and HIV Together The Bottom Line Read more »
HIV and Hepatitis C Co-Infection... Are you HIV positive and newly diagnosed with hepatitis C (Hep C)?Do you have one virus and think youmight be infected with the other? If so, this brochure answers somebasic questions Read more »
This Month in HIV: Update on Hepatitis C/HIV Coinfection... Welcome to This Month in HIV. I'm Terri Wilder . This month's topic is HIV and hepatitis C coinfection. Up to one third of people with HIV are estimated to also have hepatitis C, and living with both viruses is no picnic. Read more »
Hepatitis C and HIV/AIDS... Table of Contents What Is Hepatitis? What Is Hepatitis C? How Is HCV Spread? HIV and HCV Co-Infection Testing for HCV Treatment of HCV HIV Treatment for People Who Are Read more »
Connect With Others
Positive for Hep C and now worried about HIV
Posted by Worrywart28, 2 Replies...she said this is normal because they have to mail that test. Still, that worries me. She also told me i tested "reactive" to Hepatitis C. My range was very low though. Anything over 1.00 is considered reactive but because mine was 1.32 she said... Read more »
My Life Story With HIV and Hepatitis C
Posted by RicksWorld...Hi everyone, I've been living with hiv and hcv for seventeen years, and I now have cirrhosis. For this reason I'm writing my life story at http://ricksworld411.blogspot.com Read more »
HIV and Hep C co-infection.
Posted by Anonymous, 3 Replies...I've read where HIV and Hep C co-infection can cause a person to take longer to test positive. Does anyone know how true this is? I've tested negative at Read more »
Hepatitis C, HIV and Seroconvertin
Posted by Anonymous, 1 Reply...on here and all about how you take longer to become posivite - or atl east those nurses did - and they were coinfected with hepatitis C and HIV. so what's that mean? does that mean that the window period doesn't work if we're talking about... Read more »
Resource Centers
Guides for People With HIV


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The new music video "Till The End" of the all female brazilian metal band Girlie Hell is available. The song appears on the B Side of the red vinyl compact "Hit And Run" that was released in the brazilian market by the record label Monstro Discos. Read More »
Melyra – Silence
The all-female heavy metal band Melyra have unleashed the video for the song "Silence", featured in the EP "Catch Me If You Can", to be released soon. Read More »
The Agony – Give It To Me
All-female heavy rock band The Agony from the Czech Republic are back with vengeance! The video for their new single 'Give It To Me' shows the new direction and style of the group and was filmed, produced and directed by Allan Šubert, who had also worked on the band's successful previous video 'T.W.S. '. Fans of The Agony (who call themselves The Agomaniacs) are in for a treat; new video was filmed for them – AND with them! Read More »
Thundermother – Rock'N'Roll Disaster
Thundermother have unleashed the clip for the second single of their debut album, ''Rock'n'Roll Disaster''. Read More »
Marie Dolls – Tão Tarde
Check out the new video for Marie Dolls song "Tão Tarde", recorded with Zero Produções. Read More »
Girlie Hell – Gunpowder
Girlie Hell releases new song and music video, a preview of the 7" singles vynil that will come out this year Read More »
P.L.Girls – Calaveras
Video clip from the song "Calaveras" ("Skulls"), first single extracted from the upcoming P.L.Girls album "Vamos a Arder" ("We'll Burn") to be released the 26th May. Read More »
Nervosa – Death
All-female Brazilian thrash metal band Nervosa will releas their new album "Victim of Yourself" on March 11 via Napalm Records. In anticipation, the band has released the video for "Death." Read More »
X-it – Malherida
Argentinian hard rock/metal band X-it have revealed its first official clip, from the song "Malherida". Read More »
Panndora – Partners in Crime
Panndora, the all-female heavy metal band from Brazil, have unleashed their new official clip for the song "Partners In Crime". Read More »


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Oh your not the only one with this problemQuote:
Originally Posted by rfd599
Printable View
Oh your not the only one with this problemQuote:
Originally Posted by rfd599
I've been using a streamlight LED for the past few months and find it great, it takes 4aaa batteries and is very light. The illumintaion is not a straight beam of light in one direction, it fills the area immeadiately around you.
Had "Axe" gotten the spike of the haligan too the head we would have had a great duel. LOL But really let's agree to disagree. Take a flat-headed axe and a halligan.
Originally Posted by cdemarse
The problems in that thread have been right on the money. We are a fairly decent sized Streamlight dealer and I have had some communication back and forth from their R & D. They mentioned the soft visors and are sending me (25) to replace on some brothers and sisters lights on the Rockford Fire Department. R & D also mentioned that they are going to be using a new heavier duty prong that is more resistant to banging around.
The battery issue also has been a problem, about 10/70 that I have sold to them lasted less than one year. One customer service rep. told me that it was my fault for stocking these lights in our store to have available for immediate delivery because battery life depletes rapidly while sitting on the shelf. Needless to say, R & D had a few different things to say and issued new batteries at no cost.
If you are looking for a headlamp, steer clear of the Luxeon LED with 2AA batteries. This light is black in color and fits in the new Streamlight headband. The light itself is fantastic if you are not a firefighter, but not practical for our applications. I personally have this light and experienced the light shutting off in the middle of a fire, when I encountered moderate to heavy heat or steam. I also called SL R & D about this issue and they started working on it immediately. They called me back twice on Friday with testing and updated results. I have had about 6/40 of these lights with this problem.
I have been steering all new headlamp purchases towards the 4AA Propolymer or Streamlight Propolymer Luxeon LED (for some reason this light has had no problems with either heat or steam) or the Pelican Steatthlite 4AA or Pelican Stealthlite Recoil LED. All of these lights fit in the Streamlight Rubber Headband (modified innertube).
These are my thoughts as both a firefighter and store owner. I know as a salesman that I should only be telling the good points....but I was a fireman before I had the store.
Thanks for the info.
We also received some of the rubber visors(black part the holds the lens in)
We are still experiencing the same problem, I honestly find it hard to believe they didnt secure the bulb somehow.
Please let me know if you find anything that works
I will let you know if anything changes.
I went with the little ed and love it. Not nearly as big and way bright. I also have a UK 4-AA clipped to my helmet with the light below the brim so it is next to my cheek and lighting where I look.
Take the cord and put it around a clip on front of your turnout coat or around the fastener on the radio pocket to hold it in.
I've got a Little Ed that I feed rechargeable batteries(voids the warranty though)and haven't had much problem other than dropping the daggum thing before figuring out how to secure it.
Originally Posted by ChicagoFF
Have you seen the Garrity LED model yet?Do you know how well they work in the usual working conditions we see?
Originally Posted by FFFRED
Just fyi to all
Tests flashlights Peli, StreamLight and etc


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Category : Sezz St Tropez
Saint Tropez party season really gets under way during the months of July and August, and Hotel Sezz is delighted to recommend some of the most exciting aspects of summer in Saint Tropez for your entertainment and pleasure.
Voiles de Saint-Tropez (Saint-Tropez sails) : Don't miss one of Saint-Tropez's greatest events, taking place from September 28th to October 6th 2013 and get 20% discount on the best available rate for every stay of 3 nights and more. Sezz Hotel special offer : Voiles de St-Tropez
Indian Summer special offer: Enjoy the Indian Summer in the Sezz Saint-Tropez & discover one of the most famous fisherman village of France, its blu sky, its white sand beach and its charming narrow street … You will appreciate the idyllic setting of Saint-Tropez in September, when the town is recovering from its summer season. […]
Saint Tropez music festival , Festival des Nuits de la Moutte, takes place from July 26th till August 13th 2013. A host of international stars perform in the beautiful setting of Chateau de la Moutte, creating a prestigious and unforgettable event. Enhance your 'Moutte' experience with a stay in the stylish and luxurious Hotel Sezz […]
Golf practice Saint Tropez is your chance to hone your golf and polo skills at several top courses and clubs in Saint Tropez. Your stay at Hotel Sezz affords you the opportunity to enjoy these prestigious sports in some of the most beautiful settings in the South of France.
Brazilian events at the glamorous Hotel Sezz, Saint Tropez bring a taste of South America to the Cote d'Azur. Featuring talented artist and performer Vitto Meirelles, plus a selection of delicious Brazilian fare in Restaurant Colette, Hotel Sezz invites you to be a part of the fun from June 17th to 23rd.
Restaurant Colette is delighted to welcome guests with an innovative new menu for the 2013 season. Featuring the very best of modern Mediterranean cuisine, we invite you to enjoy refined and relaxed dining at Hotel Sezz Saint Tropez.
Saint Tropez offers an itinerary of exciting and exhilarating events during May that visitors to the glamorous French Riviera resort are certain to enjoy. Combine some of the top attractions with the unique Hotel Sezz n' Polo offer which allows guests an insight into the exclusive world of professional polo.
Take part in our Facebook contest with Sezz Duck from 20 May to 27 May 2013 ! Post your best photo of Sezz duck !
Saint Tropez hotel is one of the most popular of the French Riviera resorts, and with its fabulous beaches, beautiful scenery, exclusive designer shopping and glittering nightlife; it's a feast for the senses. A real asset to the resort, the new 'golden square' of fashion is an exciting and vibrant choice for luxury shopping. Ideally […]


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Idaho Commission for LibrariesAddress: 325 W State St., Boise, ID 83702
Phone: (208) 334-2150 | In-State Toll Free: (800) 458-3271
Printed from the Idaho Commission for Libraries website: http://libraries.idaho.gov
The free, online (SABLE) program provides additional resources in library knowledge and skills for staff members who have no formal education in library science. This program is a supplement to the ABLE courses. The SABLE program is not designed to replace university level training in library science and no college credit is offered. At the end of each course you will be asked to complete a final course survey. Upon completion of the survey you will be prompted to print a personalized Certificate of Completion which will serve as documentation for completion of the course.
Competencies supported by the SABLE courses.
SABLE Courses
Youth Services Sequence
- Early Childhood Services (3 contact hours)
Developmental Information
The Collection
Programming and Services
Parent/Child Care Provider Support
Partnerships and Outreach
- Services to School Aged Children (3 contact hours)
Developmental Information
The Collection
Services and Programming
- Young Adult (YA) Services (2 contact hours)
Developmental Information
The Collection
Services and Programming
Special Courses
- Cataloging Music Sound Recordings (2 contact hours)
- Interlibrary Loan (1 contact hour)
- Merchandising (1.5 contact hours)
- You may also wish to see the list of ABLE courses.
- Click here for a list of states which accept these courses for their continuing education programs.
- Questions or comments may be directed to the Idaho Commission for Libraries' Continuing Education Consultant at (208) 334-2150 or e-mail Shirley Biladeau.
This project is funded in part by the Institute of Museum and Library Services.


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Property to let in Grasmere Avenue, Middlesbrough TS5
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Acklam Road, Middlesbrough TS5Detached house to rent - 3 bedrooms
Simply stunning ! This property has it all, not only is it spacious but it has quality fixtures and fittings. The property has to be seen to be believed with large gardens, spacious bedrooms and living area"s. Be quick to view as this wont be around ... More details
Note: Distances are straight line measurements
- Marton (2.3 miles)
- Thornaby (2.3 miles)
Marketed by Reeds Rains, TS1. Call 01642 843027


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Soul Kitchen is a community restaurant where customers pay what they can afford. Our mission is to serve nutritious dinners in a warm and welcoming setting.
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This is a truly beautiful example of community ... HOPE is DELICIOUS!


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USU Student Association
Natural Resources Week - Protect Water, Protect Life
USU's Quinney College of Natural Resources and the QCNR…
Summer Camps at Swaner EcoCenter
Registration for Swaner Preserve and EcoCenter's…
Fifth Annual Braveheart 5/10K: Run for Jadee
Braveheart 5/10K is a run organized by AFROTC's Det. 860…
5th Annual Braveheart 5K/10K & Children's Fun Run Charity Race
The 5th Annual Braveheart 5k/10k and Children's Fun Run…
Mountain Lion! The Story of Pumas and People
The exhibition blends science, history, and art to…
Clubs: A-Z Index
Contact Person: Shelby Larae Herman
Contact Email: firstname.lastname@example.com
Rotaract is a service club that does community and international service throughout the year. Over spring break every year we do an international service project. This year we will be going to Agua Prieta, Mexico. If members attend 75% of the service and fundraising activities, cost for the trip will only be $200 per person. This includes gas and most meals while we are in Mexico.
Russian Club
Contact Person: Ariel Cunningham
Contact Email: email@example.com
1. Increasing our knowledge of Russian culture and history. 2. Understanding how to use Russian to enrich our future professional endeavors. 3. Provide service. 4. Creating friendships and memories.


text: Hi, I gave my laptop for servicing on 07/01/2015 in Malaysia, kl. the technician who did the service did not request weather to delete the data or not, and he replaced me the new hard disk. now i lost all my data. i want to launch a complaint on this issue and i need my old hard disk back.


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Wow… Ultima.. I remember that from waaayyy back when in my Commodore days…
Tag Archive for EA
EA and DC Comics Enter Nine Circles of Hell with Dante's Inferno Comic
by Kristofer Brozio •
I can't wait till this game comes out… Visceral Games Invades Comic-Con with Special Edition Preview Issue Giveaways, Limited Edition Signings, the World Premiere Trailer for the Starz Media Animated Feature and More
EA's NCAA Football 10 Hits Shelves Today
by Kristofer Brozio •
Football! -Electronic Arts Inc. (NASDAQ: ERTS) announced today that NCAA® Football 10 is now available in North American retail stores. As the best-selling college football video game franchise for over a decade*, EA SPORTS™ NCAA Football provides an unparalleled college…
EA Los Angeles Announces the Development of Command & Conquer 4
by Kristofer Brozio •
Awesome announcement, I love the C&C Series, I've got all of them and have played them many times over… Behold disciples of Nod, the end is soon upon us. Electronic Arts Inc. (NASDAQ:ERTS) today announced that, after almost 15 years…
EA Gets Wild with SimAnimals Africa for the Wii and Nintendo DS
by Kristofer Brozio •
Hmm… I never liked the whole Sims series of games, I figure why simulate life when I've got one to live… I mean I've got enough of my own problems, why do I want virtual ones as well? Seriously…
Fight on Land, Sea or Air in Battlefield 1943 on July 9
by Kristofer Brozio •
For $15 this is a good deal… July 9th it'll be available! DICE, an Electronic Arts Inc. studio (NASDAQ:ERTS), today announced that Battlefield 1943™ will be exclusively available July 8th on Xbox LIVE™ Marketplace and July 9th on the PlayStation®Network.…
EA and Dr Pepper to Create Unrivaled Gaming Experience with Exclusive Premium Downloadable Content
by Kristofer Brozio •
I wanna be a pepper too!
Spore Galactic Adventures Beams Down to Retailers Worldwide This Week
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Spore fans rejoice! I guess…
BioWare to Unleash Dragon Age: Origins 2009 Summer Tour
by Kristofer Brozio •
Dragons and mages and magic oh my!
MySims Racing Speeds Its Way onto Store Shelves This Week
by Kristofer Brozio •
MySims racing eh? Hmm.. wonder if it will come boxed will steering wheel accessory?
EA SPORTS Serves Up Grand Slam Tennis
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Tennis anyone?
Battlefield Heroes – Impressions, Screen Shots and Videos
by Kristofer Brozio •
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The Godfather II PC Review
by Kristofer Brozio •
EA made an offer I couldn't refuse in their latest offering, The Godfather II, it's extremely addictive and just a lot of fun to play. It is fully an adult-only game with a Mature rating on it, there are…
Left 4 Dead Xbox360
by Kristofer Brozio •
I love horror, it's always been my favorite genre no matter what media it is, books, movies or games, so I was fairly excited when I first heard about Left 4 Dead the video game, it sounded like something…
Dead Space Downfall DVD Review
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Dead Space the game is one of the best games to come out this year, at least in my opinion it is, though I'm sure some people will disagree with me. I might be a bit biased though as I…
Dead Space PC Review
by Kristofer Brozio •
Sci-fi, Horror and Gaming, that's a combination you can't go wrong with… at least for me, I love all three, and when you combine them I'm in heaven! Dead Space combines all three of these to form an excellent and…