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公开(公告)号：US10003692B2
公开(公告)日：2018-06-19
申请号：US15298914
申请日：2016-10-20
申请人： AVAYA INC
发明人： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
CPC分类号： H04M3/5191 , H04L51/02 , H04M3/5141 , H04M3/5175 , H04M7/0042 , H04M2203/2061
摘要： Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
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公开(公告)号：US09998517B2
公开(公告)日：2018-06-12
申请号：US14929893
申请日：2015-11-02
申请人： Avaya Inc.
发明人： Jean Meloche , Heinz Teutsch , Shalini Yajnik , Mehmet Balasaygun
CPC分类号： H04L65/608 , H04L41/22 , H04L41/5032 , H04L43/06 , H04L43/062 , H04L43/0829 , H04L43/0852
摘要： Systems, methods, and non-transitory computer-readable storage media for implementing real-time transport control protocol (RTCP) to obtain end-to-end session information. The system receives an RTCP extension that is associated with an RTCP packet in a communication session. The RTCP extension may include an instruction for transmitting RTCP data based on a triggering event. The RTCP extension can be configured to propagate along the communication session. Next, in response to the triggering event, the system can transmit the RTCP data to an address defined by the instruction as a destination address for receiving information associated with the triggering event.
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公开(公告)号：US20180159980A1
公开(公告)日：2018-06-07
申请号：US15888396
申请日：2018-02-05
申请人： Avaya Inc.
发明人： David Chavez , Gregory D. Weber
CPC分类号： H04L67/146 , H04L12/1496 , H04L65/1096 , H04L67/02 , H04L67/04 , H04M3/42059 , H04M3/4285 , H04M3/44 , H04M3/5235 , H04M3/543 , H04M2201/16
摘要： Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.
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公开(公告)号：US09986097B2
公开(公告)日：2018-05-29
申请号：US14533407
申请日：2014-11-05
申请人： Avaya Inc.
发明人： Desmond Kirrane , Paul D'Arcy , Tony McCormack
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M2203/2038
摘要： An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
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公开(公告)号：US09979754B2
公开(公告)日：2018-05-22
申请号：US15053160
申请日：2016-02-25
申请人： Avaya Inc.
CPC分类号： H04L65/1006 , H04L61/103 , H04L61/1529 , H04L61/6022 , H04W4/90 , H04W36/0011 , H04W76/18
摘要： An Address Resolution Protocol (ARP) process receives a first Internet Protocol (IP) address that is associated with a Media Access Control (MAC) address of a communication endpoint. A first Session Initiation Protocol (SIP) INVITE for an emergency call request is received from the communication endpoint. The ARP process receives a second IP address that is associated with the MAC address of the communication endpoint. A second SIP INVITE is received that is a request for an emergency call back. The second SIP INVITE is routed to the communication endpoint based on the second IP address associated with the MAC address of the communication endpoint to reestablish the emergency call with the communication endpoint.
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公开(公告)号：US20180139206A1
公开(公告)日：2018-05-17
申请号：US15354816
申请日：2016-11-17
申请人： Avaya Inc.
发明人： Joel Ezell , David Chavez , Michael Krack
IPC分类号： H04L29/06
CPC分类号： H04L63/0876 , H04L63/083 , H04L63/0861 , H04L2463/082 , H04M2203/40 , H04M2203/6045 , H04M2203/6054 , H04M2203/6072
摘要： A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.
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公开(公告)号：US20180124246A1
公开(公告)日：2018-05-03
申请号：US15856131
申请日：2017-12-28
申请人： Avaya Inc.
发明人： Neil O'Connor , Tony McCormack , Dawid Nowak
CPC分类号： H04M3/5233 , G06Q10/06393 , H04M3/5175 , H04M2203/401 , H04M2203/402
摘要： A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.
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公开(公告)号：US09961211B1
公开(公告)日：2018-05-01
申请号：US15299831
申请日：2016-10-21
申请人： Avaya Inc.
发明人： Dara Geary , Shane Kelly , Eoghan O'Hare
CPC分类号： H04M15/39 , H04L65/1006 , H04L65/104 , H04L65/1083 , H04M3/5166 , H04M3/5175 , H04M2207/08
摘要： Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.
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公开(公告)号：US09961204B1
公开(公告)日：2018-05-01
申请号：US15682115
申请日：2017-08-21
申请人： AVAYA INC.
发明人： Thomas Moran , Gerard Carty
CPC分类号： H04M3/5175 , G06N5/043 , G06N7/00 , G06Q10/06393 , G06Q10/06398 , G06Q30/016 , H04L51/02 , H04M3/5133 , H04M3/5183 , H04M2203/401
摘要： Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, an eye tracking system associated can monitor review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content can be generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports can be provided based on the KPIs.
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公开(公告)号：US09953020B2
公开(公告)日：2018-04-24
申请号：US13773345
申请日：2013-02-21
申请人： AVAYA, INC.
IPC分类号： G06F15/173 , G06F17/24
CPC分类号： G06F17/241
摘要： Methods, systems and computer readable media for collaborative bookmarks are described. For example, a collaborative bookmark method can include generating a collaborative bookmark and associating the collaborative bookmark with a corresponding event. The method can also include detecting an occurrence of the event corresponding to the collaborative bookmark and causing the corresponding collaborative bookmark to be displayed in response to the detection of the event. The method can further include transmitting information from the collaborative bookmark.
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