公开(公告)号：US11375049B2

公开(公告)日：2022-06-28

申请号：US16249521

申请日：2019-01-16

Applicant: Avaya Inc.

Inventor： Joel Ezell

IPC: G06F15/16 ,  H04L69/18 ,  H04L65/10 ,  H04L65/1069

Abstract: 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：US10756912B2

公开(公告)日：2020-08-25

申请号：US16159368

申请日：2018-10-12

Applicant: Avaya Inc.

Inventor： Mehmet Balasaygun ,  Joel Ezell

IPC: G06F15/16 ,  H04L12/18 ,  H04L9/06 ,  G06F16/27 ,  G06F16/182

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

公开(公告)号：US20200177709A1

公开(公告)日：2020-06-04

申请号：US16249521

申请日：2019-01-16

Applicant: Avaya Inc.

Inventor： Joel Ezell

IPC: H04L29/06

Abstract: 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：US10666691B2

公开(公告)日：2020-05-26

申请号：US15092914

申请日：2016-04-07

Applicant: Avaya Inc.

Inventor： Douglas Richards ,  Joel Ezell

IPC: G06F15/16 ,  H04L29/06 ,  H04L29/08

Abstract: A request to establish a communication session between the first communication endpoint and a second communication endpoint is received. For example, the request may be a Session Initiation Protocol (SIP) INVITE message to establish a voice communication session. A security classification for the communication session is determined. For example, the determined security classification may be that the call is top secret or unclassified. The security classification is not based on whether the communication session is solely encrypted. The security classification is inserted into the request to establish the communication session. The request to establish the communication session with the security classification is sent to the second communication endpoint. This allows the second endpoint to display the security classification. A similar process is used in a response to the request to establish the communication session to convey the security classification to the first communication endpoint.

公开(公告)号：US20200119936A1

公开(公告)日：2020-04-16

申请号：US16159368

申请日：2018-10-12

Applicant: Avaya Inc.

Inventor： Mehmet Balasaygun ,  Joel Ezell

IPC: H04L12/18 ,  G06F17/30 ,  H04L9/06

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

公开(公告)号：US10356130B2

公开(公告)日：2019-07-16

申请号：US15605517

申请日：2017-05-25

Applicant: Avaya Inc.

Inventor： Ananda HP ,  Amit Bijwe ,  Joel Ezell ,  Gordon Brunson

IPC: H04L29/06

Abstract: In order to deal with multiple communication endpoints that use a single address of record (e.g., a telephone number), a list of friendly names is determined for the multiple communication endpoints. The friendly names identify individual communication endpoints. For example, a friendly name may be “Joe's Desktop.” When a Computer Telephone Integration (CTI) application is associated with a communication session, the list of friendly names is presented to a user. The user selects one of the friendly names. This results in a message being sent that indicates a communication endpoint associated with the selected friendly name. The message with the friendly name causes a new communication session to be automatically initiated from a communication endpoint associated with the selected friendly name or an answer of a forked communication session with the communication endpoint associated with the selected friendly name.

公开(公告)号：US11750528B2

公开(公告)日：2023-09-05

申请号：US15613841

申请日：2017-06-05

Applicant: AVAYA INC.

Inventor： Amit Mishra ,  Joel Ezell ,  Thorsten Ohrstrom Sandgren

IPC: H04L47/80 ,  H04L47/70

CPC classification number: H04L47/805 ,  H04L47/70 ,  H04L47/803

Abstract: Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

公开(公告)号：US20190191031A1

公开(公告)日：2019-06-20

申请号：US15847110

申请日：2017-12-19

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Amit Mishra ,  Joel Ezell

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  G06N7/005 ,  G06Q10/10 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/558

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

公开(公告)号：US20180343289A1

公开(公告)日：2018-11-29

申请号：US15605517

申请日：2017-05-25

Applicant: Avaya Inc.

Inventor： Ananda HP ,  Amit Bijwe ,  Joel Ezell ,  Gordon Brunson

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1063 ,  H04L65/1069 ,  H04L65/1073

Abstract: In order to deal with multiple communication endpoints that use a single address of record (e.g., a telephone number), a list of friendly names is determined for the multiple communication endpoints. The friendly names identify individual communication endpoints. For example, a friendly name may be “Joe's Desktop.” When a Computer Telephone Integration (CTI) application is associated with a communication session, the list of friendly names is presented to a user. The user selects one of the friendly names. This results in a message being sent that indicates a communication endpoint associated with the selected friendly name. The message with the friendly name causes a new communication session to be automatically initiated from a communication endpoint associated with the selected friendly name or an answer of a forked communication session with the communication endpoint associated with the selected friendly name.

公开(公告)号：US20180139206A1

公开(公告)日：2018-05-17

申请号：US15354816

申请日：2016-11-17

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  David Chavez ,  Michael Krack

IPC: H04L29/06

CPC classification number: H04L63/0876 ,  H04L63/083 ,  H04L63/0861 ,  H04L2463/082 ,  H04M2203/40 ,  H04M2203/6045 ,  H04M2203/6054 ,  H04M2203/6072

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.