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公开(公告)号：US20180352088A1
公开(公告)日：2018-12-06
申请号：US16058284
申请日：2018-08-08
Applicant: Avaya Inc.
Inventor： Paul D'Arcy , Neil O'Connor , John McGreevy
CPC classification number: H04M3/5232 , G06Q10/063112 , G06Q30/016 , H04M3/5175 , H04M2203/402 , Y04S10/54
Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.
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92.发明申请公开(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.
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公开(公告)号：US10141011B2
公开(公告)日：2018-11-27
申请号：US14257649
申请日：2014-04-21
Applicant: Avaya Inc.
Inventor： Rein Sikveland , David Zeitlyn , Keith Ponting
Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking. The method further provides determining a characterization for quality of the conversation based on gaps between turns of the first plurality of turns and turns of the second plurality of turns.
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公开(公告)号：US20180338040A1
公开(公告)日：2018-11-22
申请号：US15599537
申请日：2017-05-19
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
CPC classification number: H04M3/4936 , G06F17/2705 , G06F17/2735 , H04M3/5133 , H04M3/58 , H04M2201/40 , H04M2203/2038 , H04M2203/552
Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
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公开(公告)号：US10135985B1
公开(公告)日：2018-11-20
申请号：US15886697
申请日：2018-02-01
Applicant: Avaya Inc.
Inventor： Pushkar Deole , Jibin George
Abstract: The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.
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Patent Agency Ranking
公开(公告)号：US10135983B2
公开(公告)日：2018-11-20
申请号：US14951030
申请日：2015-11-24
Applicant: Avaya Inc.
Inventor： Reinhard Klemm , David Skiba
Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.
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公开(公告)号：US10104130B2
公开(公告)日：2018-10-16
申请号：US13629864
申请日：2012-09-28
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Diarmuid Leonard
IPC: G06F15/173 , H04L29/06 , H04L12/26 , H04L29/08 , H04L29/14
Abstract: Embodiments of the present invention may enable applications that are deployed at the application layer of an IMS network to frequently carry out business critical functions via a highly available application server architecture. This may be achieved by using a session manager that manages the role of active and standby server(s) of the highly available application architecture. Further, the session manager may manage the roles of the active and standby server(s) by routing SIP messaging in either serial or parallel fashion to the application server architecture. Furthermore, the active and the standby servers are automatically kept in sync by their position in the signaling path determined by the session manager. The session manager makes sure that if the active server goes down, then the standby server must be able to take over the role of the active server in a seamless fashion.
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公开(公告)号：US10069973B2
公开(公告)日：2018-09-04
申请号：US14834838
申请日：2015-08-25
Applicant: Avaya Inc.
Inventor： David Skiba , Valentine C. Matula , George Erhart
Abstract: Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
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公开(公告)号：US10061934B2
公开(公告)日：2018-08-28
申请号：US14880865
申请日：2015-10-12
Applicant: Avaya Inc.
Inventor： Anjur Sundaresan Krishnakumar , Shalini Yajnik
CPC classification number: G06F21/6218 , G06F21/316 , G06F21/36 , H04L63/102 , H04L63/108 , H04W4/80 , H04W12/08
Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for accessing a wearable computing system using randomized input origins for user login. In a particular embodiment, a method provides presenting a user with a first origin on which user login information is based, wherein the first origin is randomly selected from a plurality of possible origins. The method further provides, receiving first motion information from the user indicating a first position relative to the first origin that corresponds to a first element of the user login information. Upon receiving the user login information, the method provides determining whether the user login information authorizes the user to access the wearable computing system.
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公开(公告)号：US20180191906A1
公开(公告)日：2018-07-05
申请号：US15893846
申请日：2018-02-12
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
CPC classification number: H04M3/5238 , G06Q10/063118 , H04M2203/402
Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
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