公开(公告)号：US20140082098A1

公开(公告)日：2014-03-20

申请号：US13622231

申请日：2012-09-18

Applicant: AVAYA INC.

Inventor： James Collins ,  Ciaran Agnew

IPC: G06F15/173 ,  G06F15/167 ,  G06F15/16

CPC classification number: G06Q10/109

Abstract: Methods and systems are disclosed for collecting presence information from multiple utilities associated with a user and creating merged presence calculation information where events are determined to be analogous in content. The analogous content may relate to one or more of timing, context, user information, location, and the like. More specifically, email out-of-office and calendar events may be treated as analogous events. From the analogous events, merged presence calculation information is created and then provided to a presence server for an efficient aggregate presence calculation.

Abstract translation: 公开了用于从与用户相关联的多个实用工具收集存在信息并创建合并的存在计算信息的方法和系统，其中确定事件在内容中类似。 类似内容可以涉及定时，上下文，用户信息，位置等中的一个或多个。 更具体地说，电子邮件外出和日历活动可以被视为类似的事件。 从类似事件中，创建合并存在计算信息，然后将其提供给存在服务器以进行有效的聚合存在计算。

公开(公告)号：US20160150085A1

公开(公告)日：2016-05-26

申请号：US14552729

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Martin McDonnell ,  Ciaran Agnew

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.

Abstract translation: 公开了一种用于管理企业中的多个资源的计算系统。 计算系统包括监视至少一个客户与多个资源中的至少一个资源之间的至少一个通信会话的一个或多个属性。 系统还包括用于存储一个或多个被监控属性的数据库。 所述系统还包括计算模块，用于基于所述一个或多个存储的属性来计算所述多个资源中的所述至少一个资源中的每一个的联系时间参数。 该系统还包括代理选择模块，用于基于所计算的联系时间参数从多个资源中选择至少一个资源。 所述系统还包括用于将所述至少一个通信会话路由到所述至少一个所选资源的路由模块。

公开(公告)号：US09141943B2

公开(公告)日：2015-09-22

申请号：US13622231

申请日：2012-09-18

Applicant: Avaya Inc.

Inventor： James Collins ,  Ciaran Agnew

IPC: G06F15/16 ,  G06Q10/10

CPC classification number: G06Q10/109

Abstract: Methods and systems are disclosed for collecting presence information from multiple utilities associated with a user and creating merged presence calculation information where events are determined to be analogous in content. The analogous content may relate to one or more of timing, context, user information, location, and the like. More specifically, email out-of-office and calendar events may be treated as analogous events. From the analogous events, merged presence calculation information is created and then provided to a presence server for an efficient aggregate presence calculation.

Abstract translation: 公开了用于从与用户相关联的多个实用工具收集存在信息并创建合并的存在计算信息的方法和系统，其中确定事件在内容中类似。 类似内容可以涉及定时，上下文，用户信息，位置等中的一个或多个。 更具体地说，电子邮件外出和日历活动可以被视为类似的事件。 从类似事件中，创建合并存在计算信息，然后将其提供给存在服务器以进行有效的聚合存在计算。