公开(公告)号：US09774825B1

公开(公告)日：2017-09-26

申请号：US15077720

申请日：2016-03-22

Applicant: Avaya Inc.

Inventor： Ajita John ,  Seamus Hayes ,  John Rix ,  Adrian Ryan ,  Samuel Fisher ,  David Skiba

IPC: H04N7/15 ,  H04L29/06 ,  H04L12/18

CPC classification number: H04N7/155 ,  H04L12/1831 ,  H04L65/1089 ,  H04L65/403

Abstract: Methods and systems are provided for automatically generating expanded and derivative tags associated with digital content. The methods and systems provide multi-dimensional, layered tagging with stored audio/video conference contents, creating relationships and a tag network between links and nodes in a communication system.

公开(公告)号：US20170193505A1

公开(公告)日：2017-07-06

申请号：US14988926

申请日：2016-01-06

Applicant: Avaya Inc.

Inventor： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC: G06Q20/40 ,  G06Q20/32 ,  G06Q50/00

CPC classification number: G06Q20/405 ,  G06Q20/3224 ,  G06Q50/01

Abstract: Banks and other financial institutions struggle to determine when to authorize and when to deny a transaction, such as credit card transactions, for customers. Customers, such as those who travel infrequently or otherwise make purchases at unusual locations, may have transactions denied at such locations. Conversely, stolen credit cards or their numbers, are often utilized in atypical locations for the customer. The provision of a secondary indicator of the customer's location to a bank, such as via an application or a check-in operation on a social media website, allows the bank to determine that the customer is likely at a location associated with a prospective transaction. Confirming a customer's location via a check-in operation, which may require the customer's device and/or social media credentials, provides an extra level of security while minimizing undue denial of legitimate transactions.

公开(公告)号：US20170148036A1

公开(公告)日：2017-05-25

申请号：US14951224

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q30/02 ,  H04M3/51 ,  G06Q50/00

CPC classification number: G06Q30/0201 ,  G06Q50/01 ,  H04M3/5166 ,  H04M2203/655

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller 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 caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.

公开(公告)号：US20170109351A1

公开(公告)日：2017-04-20

申请号：US14884974

申请日：2015-10-16

Applicant: Avaya Inc.

Inventor： Ajita John ,  Seamus Hayes ,  John Rix ,  Adrian Ryan ,  Samuel Fisher ,  David Skiba

IPC: G06F17/30

CPC classification number: G06F16/48 ,  G06F16/438

Abstract: Tagging media streams allows topics and other items of interest to be readily identified. As provided herein, stateful tags are provided, which comprise a value determined from a link to another data source, such as a calendar, inventory, accounting, project management, or other application. Media streams, such as audio/video confines, may be tagged with stateful tags to identify items of interest and comprise a value that is dynamically determined. Subsequent playback of the media streams allows the stateful tags to be presented as comprising a then-current or other value, which may have changed since the time of the media stream's creation.

公开(公告)号：US20170098282A1

公开(公告)日：2017-04-06

申请号：US14873507

申请日：2015-10-02

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q50/00 ,  G06Q30/00

CPC classification number: G06Q50/01 ,  G06Q30/016

Abstract: Customers may use a number of channels to communicate with a business or other organization. If a customer initially posts an issue on social media and, before seeing a response, initiates a communication via a different channel (e.g., telephone call, email, etc.) to address the same issue, duplicative efforts may be reduced or eliminated. The customer is identified as being associated with the social media post and background information may be extracted from the social media post. If the issue is addressed on the social media site, the customer is notified, even if they are presently engaged in the communication via the different channel. If the customer is satisfied with the response, they may discontinue the communication via the different channel. If the customer is not satisfied, an agent may be assigned based, at least in part, on information gained from the social media website.

公开(公告)号：US09602666B2

公开(公告)日：2017-03-21

申请号：US14682312

申请日：2015-04-09

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Wendy J Holmes ,  David Skiba

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/401 ,  H04M2203/402

Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

公开(公告)号：US20170064082A1

公开(公告)日：2017-03-02

申请号：US14834759

申请日：2015-08-25

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  George Erhart ,  David Skiba

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5238

Abstract: Contact centers strive to provide quality customer service in a timely manner as well as to maintain profitability to ensure continued business operations. Having optimal agents available to accept every work item a customer may have is expensive and, when such skills are unneeded, wasteful. Once a work item is received, an optimal agent or agents are identified; however, if the wait time is unacceptable, the work item may be passed to a suboptimal agent who is able to process a portion of the work item. Once the optimal agent becomes available, the work item is joined by the optimal agent or, alternatively, a second non-optimal agent is brought in to address a second portion of the work item.

Abstract translation: 联络中心力求及时提供优质的客户服务，保持盈利能力，确保持续经营。 拥有可用于接受客户可能拥有的每个工作项目的最佳代理是昂贵的，并且当这种技能不需要时，是浪费的。 一旦收到工作项目，就会识别最佳代理或代理; 然而，如果等待时间不可接受，则工作项可以被传递到能够处理工作项的一部分的次优代理。 一旦最佳代理可用，则工作项由最佳代理连接，或者替代地，引入第二非最优代理来解决工作项的第二部分。

公开(公告)号：US09542455B2

公开(公告)日：2017-01-10

申请号：US14103003

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: G06F7/02 ,  G06F17/30 ,  H04L12/58 ,  G06Q10/10 ,  G06Q50/00

CPC classification number: G06F17/30539 ,  G06F17/30598 ,  G06F17/30705 ,  G06F17/30707 ,  G06Q10/10 ,  G06Q50/01 ,  H04L51/04 ,  H04L51/32

Abstract: An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling.

Abstract translation: 用于消息分析的自动化系统，其中可以将给定类别内的消息识别和处理为类别含义。 虽然在正常业务过程中可能会监控和处理消息域，但是意见消息是不同的。 例如，一些信息可能会落入“航空公司食物不佳”的范围内。这样的信息可能会在适当的业务过程中处理。 然而，有一个不同方面的信息，例如“我在食物中发现的玻璃”，可能最初被确定为在“差的航空公司食品”的范围内开始，并进一步处理将该信息区分为一个含义 对“差航空食品”类别进行专门处理。

公开(公告)号：US09451085B2

公开(公告)日：2016-09-20

申请号：US14047812

申请日：2013-10-07

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker

IPC: G06F15/16 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括贬损或恶意内容。 该系统可以查看消息，将消息识别为恶意，并将该标签识别为社交媒体挑衅者。 然后系统可以自动响应恶意内容。 此外，该系统可以通过执行一个或多个自动化程序来防止所识别的社交媒体挑衅者的未来恶意行为。

公开(公告)号：US09418350B2

公开(公告)日：2016-08-16

申请号：US14512666

申请日：2014-10-13

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G05D1/00 ,  G06Q10/08 ,  G01C21/00 ,  G05D1/10

CPC classification number: G06Q10/083 ,  B64C39/024 ,  B64C2201/128 ,  B64C2201/141 ,  G01C21/00 ,  G05D1/101 ,  G06Q30/0635 ,  H04H20/53 ,  H04L41/22 ,  H04L61/6022 ,  H04L61/6081 ,  H04W4/043

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract translation: 向客户交付货物包括人类活动的很大一部分。 为了校正地址错误和/或更精确地定位传送位置，提供系统以帮助人类，人造车辆或自主车辆定位传送点。 通常，交货点的位置不准确或不准确。 GPS和其他坐标系统经常会失败或不精确，而无需无阻碍地观察天空。 即使有可用的坐标，传送点也可能不同于与坐标相关联的邮政地址内的某些标准点的坐标或更常见的坐标。 提供利用广播的标识符（诸如与项目的顺序相关联的标识符）的传送系统，可以使广播的标识符的源接近于广播的标识符的源，或者使用广播的标识符作为参考进一步细化。