公开(公告)号：EP3661156A1

公开(公告)日：2020-06-03

申请号：EP19211991.5

申请日：2019-11-28

申请人： Avaya Inc.

发明人： EZELL, Joel

IPC分类号： H04L29/06

摘要： To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.

公开(公告)号：EP3503506A1

公开(公告)日：2019-06-26

申请号：EP18213833.9

申请日：2018-12-19

申请人： Avaya Inc.

发明人： MISHRA, Amit ,  WILLIAMSON, Matt ,  EZELL, Joel ,  HASERODT, Kurt

IPC分类号： H04L29/08

摘要： A plurality of long poll HTTP GET requests are received from a plurality of clustered applications. The plurality of long poll HTTP GET requests comprises a plurality of identifiers for the plurality of clustered applications. A plurality of event queues are created for the plurality of clustered applications based on the plurality of identifiers. A plurality of events are added to the plurality of event queues based on a plurality of communication sessions. For example, multiple events can be added to the plurality of event queues based on a plurality of incoming calls. A plurality of responses are sent based to the plurality of long poll HTTP GET requests. The plurality of responses includes the plurality of events. This process allows for identification of a corresponding clustered application that is managing a communication session.

公开(公告)号：EP3467732A1

公开(公告)日：2019-04-10

申请号：EP18198412.1

申请日：2018-10-03

申请人： Avaya Inc.

发明人： EZELL, Joel

IPC分类号： G06Q10/06

摘要： A provider system (e.g., a cloud based provider system) receives a workflow. For example, the workflow may be for handling a voice communication session in a contact center. The workflow comprises a plurality of workflow tasks. The workflow tasks comprise enterprise workflow tasks and provider workflow tasks. The identified provider workflow tasks are executed on the provider system according the workflow. The provider system initiates execution of the identified enterprise workflow tasks on the enterprise system according to the workflow. By allowing a split workflow between the provider system and the enterprise, exposure to sensitive information used by the provider system may be limited.