US 11,792,317 B2
Cloud audio
John Maurice Mitchem, Victoria (AU); Andrew Philip Scott, Victoria (AU); and Romilly Blackburn, Victoria (AU)
Assigned to Operata Pty Ltd, Victoria (AU)
Filed by Operata Pty Ltd, Victoria (AU)
Filed on Oct. 29, 2021, as Appl. No. 17/515,311.
Claims priority of application No. 2020903933 (AU), filed on Oct. 29, 2020.
Prior Publication US 2022/0141332 A1, May 5, 2022
Int. Cl. H04M 3/22 (2006.01)
CPC H04M 3/2236 (2013.01) [H04M 3/2218 (2013.01); H04M 3/2227 (2013.01)] 22 Claims
OG exemplary drawing
 
1. A method of determining call quality for a contact centre, the method comprising:
initialising a call between a customer agent and a contact centre agent, the customer agent connecting to the call at a point of presence having a selectable geographic location;
receiving monitoring information, for the call, measured at the customer agent, the contact centre agent and a contact centre service provider connecting the call between the customer agent and the contact centre agent; and
determining quality of the call from the monitoring information collected from the customer agent, the contact centre agent and the contact centre service provider.