公开(公告)号：US20170026191A1

公开(公告)日：2017-01-26

申请号：US14807301

申请日：2015-07-23

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum

IPC: H04L12/18 ,  H04L29/06

CPC classification number: H04L12/1813 ,  H04L12/1818 ,  H04L65/1073 ,  H04L65/403 ,  H04L67/22

Abstract: A computing device including a processing device determines that a contact center agent (CCA) is in a non-contact session mode. A particular open conference session of a plurality of open conference sessions is identified. A CCA device associated with the CCA is connected to the particular open conference session.

Abstract translation: 包括处理设备的计算设备确定联络中心代理（CCA）处于非接触会话模式。 识别多个公开会议会话的特定公开会议会话。 与CCA相关联的CCA设备连接到特定的开放会议会话。

公开(公告)号：US20160323210A1

公开(公告)日：2016-11-03

申请号：US14697787

申请日：2015-04-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jeffrey D. Hodson ,  Tony McCormack

IPC: H04L12/58

CPC classification number: H04L51/04 ,  H04L29/08639 ,  H04L51/16 ,  H04L67/148

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

Abstract translation: 提供即时短信息导体。 服务器设备从用户实体接收即时文本消息。 即时文本消息被发送到一个导体实体。 确定来自用户实体的先前即时文本消息被发送到第一潜在响应者实体。 即时文本消息被发送到第一潜在响应者实体。 服务器设备确定在第一时间段内不会从第一潜在响应者实体接收对即时文本消息的响应。 从预定的一组潜在响应者实体中选择第二潜在应答实体。 先前的即时文本消息，由第一潜在应答器实体响应于先前的即时文本消息发送的第一响应即时文本消息和当前即时文本消息被发送到第二潜在应答器实体。

公开(公告)号：US20190141185A1

公开(公告)日：2019-05-09

申请号：US16238210

申请日：2019-01-02

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

公开(公告)号：US10218841B2

公开(公告)日：2019-02-26

申请号：US14755856

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/22

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

公开(公告)号：US10129040B2

公开(公告)日：2018-11-13

申请号：US14807301

申请日：2015-07-23

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum

IPC: H04L12/18 ,  H04L29/06 ,  H04L29/08

Abstract: A computing device including a processor device determines that a contact center agent (CCA) is in a non-contact session mode. A particular open conference session of a plurality of open conference sessions is identified. A CCA device associated with the CCA is connected to the particular open conference session.

公开(公告)号：US09699121B2

公开(公告)日：2017-07-04

申请号：US14697787

申请日：2015-04-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jeffrey D. Hodson ,  Tony McCormack

IPC: G06F15/16 ,  H04L12/58 ,  H04L29/08

CPC classification number: H04L51/04 ,  H04L29/08639 ,  H04L51/16 ,  H04L67/148

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

公开(公告)号：US20170006158A1

公开(公告)日：2017-01-05

申请号：US14755856

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/22

CPC classification number: H04M3/42221 ,  H04M3/2218 ,  H04M3/5175 ,  H04M2203/401

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Abstract translation: 提供麦克风监控和分析。 确定新的联系人会话的发起，其包括具有麦克风的联络中心代理（CCA）和联系人（CI）之间的通信交互。 在新的联系人会话结束之前，确定由麦克风接收的音频信号未传送给CI的非音频模式。 分析在非音频模式期间通过麦克风接收的音频信号。 确定了共同国家评估报告所说的话语。 基于话语生成联系会话元数据。 生成包含联系会话元数据的联系人会话记录。 联系会话记录被存储。