公开(公告)号：US09723150B2

公开(公告)日：2017-08-01

申请号：US15090020

申请日：2016-04-04

Applicant: Avaya Inc.

Inventor： Roderick Brian Averill ,  Pier Angelo Tognini Filho ,  Brian Scot Hillis ,  Renato Pinheiro Simoes

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

公开(公告)号：US09307087B2

公开(公告)日：2016-04-05

申请号：US14464594

申请日：2014-08-20

Applicant: Avaya Inc.

Inventor： Renato Pinheiro Simoes ,  Roderick Brian Averill ,  Pier Angelo Tognini Filho ,  Brian Scot Hillis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191

Abstract: Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract translation: 描述了允许联络中心向其代理提供增强服务的系统和方法。 代理服务器与联络中心的自动呼叫分配器（ACD）和代理电话互连。 服务器拦截由ACD发送的消息，其包含由交互式语音响应系统获得的呼叫者提供的数据。 当确定特定代理人能够访问电话和个人计算机时，代理服务器对接收到的消息的信息内容进行区分。 在这样做时，代理服务器将消息中的呼叫初始化信息提供给代理的电话，并且看起来好像信息来自ACD; 此外，代理服务器向代理的个人计算机提供呼叫者提供的数据。 然后，个人计算机能够基于呼叫者提供的数据来执行诸如面向显示的呈现应用之类的预定应用。

公开(公告)号：US20190196676A1

公开(公告)日：2019-06-27

申请号：US15854543

申请日：2017-12-26

Applicant: Avaya Inc.

Inventor： Brian Hillis ,  Pier Angelo Tognini Filho ,  Renato Simoes ,  Diego Alonso Klajner

IPC: G06F3/0483 ,  H04L29/06 ,  H04L29/08 ,  H04M3/51

CPC classification number: G06F3/0483 ,  H04L65/1006 ,  H04L67/02 ,  H04L67/146 ,  H04M3/5133 ,  H04M3/5191 ,  H04M2201/42

Abstract: A dynamically loadable application (e.g., a networked application, such as a Back-to-Back User Agent (B2BUA)) receives a Session Initiation Protocol (SIP) message. For example, the SIP message may be an incoming SIP INVITE message to establish a communication session between a communication endpoint and an agent terminal in a contact center. The dynamically loadable application attaches information to the SIP message. The attached information is for adding additional graphical user interface element(s) on the agent terminal. The dynamically loadable application sends the SIP message with the attached information to the agent terminal. The agent terminal then uses the attached information to display additional graphical user interface element(s) on the agent terminal. For example, the graphical user interface element may be a new call recording button. The additional graphical user interface element(s) allow new functionality to be added to the agent terminal without modification of the existing agent terminal software.

公开(公告)号：US20170026518A1

公开(公告)日：2017-01-26

申请号：US15090020

申请日：2016-04-04

Applicant: Avaya Inc.

Inventor： Roderick Brian Averill ,  Pier Angelo Tognini Filho ,  Brian Scot Hillis ,  Renato Pinheiro Simoes

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191

Abstract: A technique is disclosed that enables a contact center to provide enhanced services to its agents. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract translation: 公开了一种技术，其使得联络中心能够向其代理提供增强的服务。 代理服务器与联络中心的自动呼叫分配器（ACD）和代理电话互连。 服务器拦截由ACD发送的消息，其包含由交互式语音响应系统获得的呼叫者提供的数据。 当确定特定代理人能够访问电话和个人计算机时，代理服务器对接收到的消息的信息内容进行区分。 在这样做时，代理服务器将消息中的呼叫初始化信息提供给代理的电话，并且看起来好像信息来自ACD; 此外，代理服务器向代理的个人计算机提供呼叫者提供的数据。 然后，个人计算机能够基于呼叫者提供的数据来执行诸如面向显示的呈现应用之类的预定应用。