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公开(公告)号：US09900352B2
公开(公告)日：2018-02-20
申请号：US14597966
申请日：2015-01-15
申请人： Avaya Inc.
发明人： David L. Chavez
CPC分类号： H04L65/1069 , H04L65/1006 , H04L65/102 , H04M15/56
摘要： When SIP INVITE is received from a first communication device at a Network Border Element (NBE), the NBE sends the SIP INVITE to a communication manger to establish a SIP communication session with a second communication device. As part of the call setup process, a SIP 200 OK message is received by the NBE, thus setting up a full SIP communication session between the NBE and the second communication device. The SIP 200 OK message includes a parameter that indicates the SIP communication session is initially going to be established between the first communication device and a non-human entity. Based on the parameter in the SIP 200 OK message, the NBE sends a SIP Provisional Response message to the first communication device. This sets up a provisional SIP communication session between the NBE and the first communication device in order to comply with the jurisdictional requirements of a specific country.
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公开(公告)号：US09900230B2
公开(公告)日：2018-02-20
申请号：US14990095
申请日：2016-01-07
申请人： Avaya Inc.
发明人： Vivek Joshi , Anirudh Patel , Manish Patil
IPC分类号： H04L12/26 , H04L12/851 , H04L29/12
CPC分类号： H04L43/0852 , H04L41/0663 , H04L41/0677 , H04L41/0681 , H04L43/0823 , H04L43/16 , H04L47/24 , H04L61/2514 , H04L61/609
摘要： A request to subscribe to QoS information is received from a monitoring element. A monitoring element may be a centralized communication system, such as a Private Branch Exchange (PBX). The QoS information is from a plurality of network elements at a plurality of locations. A network element may be, for example, a communication endpoint, a router, a media server, and/or the like. The QoS information is based on a location map that includes information for the plurality of locations. The plurality of locations are controlled by separate communication systems. A determination is made whether a threshold for the QoS information has been reached. If the threshold for the QoS information has reach reached, a notification is sent to the monitoring element. Upon receiving the notification, the monitoring element can cause an action to occur to address a QoS problem.
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公开(公告)号：US09894206B2
公开(公告)日：2018-02-13
申请号：US15285160
申请日：2016-10-04
申请人： AVAYA INC.
发明人： David Skiba , George W. Erhart , Patrick Tendick , Wen-Hua Ju
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
摘要： Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
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公开(公告)号：US09892668B2
公开(公告)日：2018-02-13
申请号：US13629942
申请日：2012-09-28
申请人： Avaya Inc.
CPC分类号： G09G3/20 , G09G2310/0232 , G09G2310/04 , G09G2320/0686 , G09G2330/021 , G09G2340/045
摘要： Embodiments disclosed herein provide systems, methods, and software for dynamically managing power consumption of a device capable of operating on battery power, or other power. In particular, the size of the viewable area of the display may be dynamically controlled to reduce the number of activated pixels to reduce power consumption. The resizing of the viewable area of a screen may also reduce the number of applications running, thereby reducing power consumption. An indication of the amount of operation time, battery indicator, and/or energy left in the battery may be presented, based at least in part on the dynamic resize of the display.
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公开(公告)号：US09883032B2
公开(公告)日：2018-01-30
申请号：US14450644
申请日：2014-08-04
申请人： Avaya Inc.
发明人： Neil O'Connor , Tony McCormack , John H. Yoakum
IPC分类号： H04M3/51
CPC分类号： H04M3/5141 , H04M3/5191
摘要： A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.
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公开(公告)号：US09876912B2
公开(公告)日：2018-01-23
申请号：US13894129
申请日：2013-05-14
申请人： Gordon R. Brunson
发明人： Gordon R. Brunson
CPC分类号： H04M3/543 , H04L65/1006 , H04L65/1096
摘要： The concept of chained parallel forking is introduced. Addresses of record are included in a contactee's contact resolution preferences to enable an incoming INVITE message to be routed to one or more users as well as other devices, per the contactee's contact resolution preferences. A communication system configured to execute the chained parallel forking contact resolution process is also described.
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公开(公告)号：US09866696B2
公开(公告)日：2018-01-09
申请号：US14573898
申请日：2014-12-17
申请人： Avaya Inc.
发明人： David Skiba , Valentine C. Matula , George Erhart
CPC分类号： H04M3/5233
摘要： Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.
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公开(公告)号：US09860296B2
公开(公告)日：2018-01-02
申请号：US13606853
申请日：2012-09-07
申请人： Mehmet Balasaygun , Jean Meloche , Heinz Teutsch , Shalini Yajnik
发明人： Mehmet Balasaygun , Jean Meloche , Heinz Teutsch , Shalini Yajnik
CPC分类号： H04L65/608 , H04L41/22 , H04L41/5032 , H04L43/06 , H04L43/062 , H04L43/0829 , H04L43/0852
摘要： Disclosed herein are systems, methods, and non-transitory computer-readable storage media for generating an end-to-end quality indication associated with a communication session. Based on a real-time transport control protocol message, the system identifies a media path associated with a communication session. Next, the system determines a respective media leg quality for a plurality of media legs in the media path. Based on the respective media leg quality, the system then determines a media path quality. The system can also generate a media quality indication based on the media path quality, and display the media quality indication.
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公开(公告)号：US20170324933A1
公开(公告)日：2017-11-09
申请号：US15148588
申请日：2016-05-06
申请人： Avaya Inc.
发明人： Amir Alrod , Tamar Barzuza
CPC分类号： H04N7/15 , G06K9/00744 , H04N7/142 , H04N7/147 , H05B33/0854 , H05B37/0245 , H05B37/029
摘要： A video-enabled communication system includes a camera to acquire an image of a local participant during a video communication session and a control unit that selects a lighting configuration for the local participant to be captured by the camera for provision to a remote endpoint for display to another participant. The lighting configuration selection is based on information describing a local participant or context of the video communication session. The processor conditions a change from providing, to the remote participant endpoint for display, a first image captured under a first lighting configuration selected at a first time to a second image captured under a different lighting configuration selected at a second time upon a difference between the first and second times having at least a threshold magnitude.
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公开(公告)号：US09813557B2
公开(公告)日：2017-11-07
申请号：US13963843
申请日：2013-08-09
申请人： Avaya Inc.
发明人： Robert C. Steiner
CPC分类号： H04M3/5233
摘要： A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.
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