公开(公告)号：US20140308970A1

公开(公告)日：2014-10-16

申请号：US13861485

申请日：2013-04-12

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04W4/02

CPC classification number: H04W4/02 ,  H04W4/16 ,  H04W16/22

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract translation: 本文公开的实施例提供了用于通过通信设备将用户动态地引导到目标会话区域的系统和方法。 在特定实施例中，一种方法提供接收呼叫请求以与通信设备建立呼叫并确定通信设备的位置。 该方法还提供基于通信设备的位置来确定通信设备的用户参与呼叫的目标会话区域。 该方法还提供将用户引导到目标对话区域。

公开(公告)号：US09008689B2

公开(公告)日：2015-04-14

申请号：US13861485

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04W4/02

CPC classification number: H04W4/02 ,  H04W4/16 ,  H04W16/22

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract translation: 本文公开的实施例提供了用于通过通信设备将用户动态地引导到目标会话区域的系统和方法。 在特定实施例中，一种方法提供接收呼叫请求以与通信设备建立呼叫并确定通信设备的位置。 该方法还提供基于通信设备的位置来确定通信设备的用户参与呼叫的目标会话区域。 该方法还提供将用户引导到目标对话区域。

公开(公告)号：US09106750B2

公开(公告)日：2015-08-11

申请号：US13971599

申请日：2013-08-20

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract translation: 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US20150055772A1

公开(公告)日：2015-02-26

申请号：US13971599

申请日：2013-08-20

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract translation: 系统和方法使得代理能够从联络中心的联系人队列中选择联系人（例如，来自客户的语音呼叫或电子邮件）。 当联系人进入联络中心时，联系人将被放置在联系人队列中。 联络人中心的代理人将显示联系人以及与每个联系人相关联的个人资料。 简档可以包含关于联系人的信息，例如联系人的态度，联系人的对话风格，联系人的情绪等。 代理选择联系人队列中的一个联系人。 所选的联系人然后被发送到代理处理。

公开(公告)号：US20150006218A1

公开(公告)日：2015-01-01

申请号：US13928608

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: G06Q10/10

Abstract: The present disclosure is related to a meeting scheduling system that can apply an enterprise rule to determine one or more requirements for a scheduled meeting.

Abstract translation: 本公开涉及可以应用企业规则来确定预定会议的一个或多个要求的会议调度系统。