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公开(公告)号：US20200304941A1
公开(公告)日：2020-09-24
申请号：US16360560
申请日：2019-03-21
Applicant: Avaya Inc.
Inventor： Yuval Cohen , Hiten Joshi , Sameer Joshi , Sunil Saraff , Gal Netanel
Abstract: A determination is made that a mobile user communication device (e.g., a smartphone) is in spatial proximity to a first user communication device (e.g., a desktop computer). In response to determining that the mobile user communication device is in spatial proximity to the first user communication device, shared communication information is received from the mobile user communication device. For example, the shared communication information may be a list of user contacts. A determination is made that the mobile user communication device is no longer in spatial proximity to the first user communication device. In response to determining that the mobile user communication device is no longer in spatial proximity to the first user communication device, the shared communication information is automatically deleted on the first user communication device.
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公开(公告)号：US20200213447A1
公开(公告)日：2020-07-02
申请号：US16233516
申请日：2018-12-27
Applicant: Avaya Inc.
Inventor： Eyal Serero , Gal Netanel , Ronen Bar-Yoav , Roman Nekrashevich , Tamar Barzuza
Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
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公开(公告)号：US10681214B1
公开(公告)日：2020-06-09
申请号：US16233516
申请日：2018-12-27
Applicant: Avaya Inc.
Inventor： Eyal Serero , Gal Netanel , Ronen Bar-Yoav , Roman Nekrashevich , Tamar Barzuza
Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
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