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公开(公告)号：US09942284B2
公开(公告)日：2018-04-10
申请号：US14832573
申请日：2015-08-21
Applicant: Avaya Inc.
Inventor： Biswajyoti Pal , Manish Chatterjee , Jaydeep Deepak Bhalerao
CPC classification number: H04L65/1096 , H04L65/1063 , H04L65/1069
Abstract: Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.
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公开(公告)号：US20180098029A1
公开(公告)日：2018-04-05
申请号：US15285205
申请日：2016-10-04
Applicant: Avaya Inc.
Inventor： Angelo Li Quadri Cassini , Simone Angelelli , Andrea Pasquinelli , Stefano Carnevali , Stefano Filippetti
CPC classification number: H04N7/152 , H04N5/23216 , H04N5/23296 , H04S1/002
Abstract: The present disclosure is directed to a video-enabled communication system that comprises a control unit, coupled with a camera, the camera acquiring an image of a local participant to provide to a remote participant during a video communication session. A microprocessor in the control unit executes an audio controller that causes the microprocessor to control, based on audio information collected by the control unit, movement and/or pan and/or tilt of a camera at a remote endpoint of the remote participant to capture a selected image of the remote participant for display to the local participant. The control unit can operate in multiple operating modes depending on the context of the video conference.
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113.发明申请公开(公告)号：US20180095741A1
公开(公告)日：2018-04-05
申请号：US15284202
申请日：2016-10-03
Applicant: Avaya Inc.
Inventor： Jason Tanabe , Udi Arie , Stephen McIntyre , Jing Xie
Abstract: The embodiments herein are directed to collecting information from multiple sources about platform capabilities and evaluating the platform capabilities of at least a requesting computer system and a server. A portal can automatically and dynamically select a proper client/application to handle communication based on availability, connectivity and more characteristics and provide a communication recommendation when requesting a function. Logic in the portal allows the portal to determine how best to set up execution of the function. The portal logic can essentially evaluate all of the options available and then choose the best option.
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公开(公告)号：US09936162B1
公开(公告)日：2018-04-03
申请号：US15285277
申请日：2016-10-04
Applicant: Avaya Inc.
Inventor： Guy Gadnir , Tamar Barzuza
CPC classification number: H04N7/147 , G16H80/00 , H04N5/23203 , H04N5/23296 , H04N7/152
Abstract: A video communication system that includes a computer readable medium and a processor, coupled with a wide angle and high resolution digital camera and the computer readable medium. The processor causes the wide angle and high resolution digital camera to acquire a digital image of a local participant during a video communication session. The processor extracts a first image of a first set of objects and a second image of a second set of objects from the digital image and provides the extracted first and second images to a remote endpoint for display to another participant.
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公开(公告)号：US09930179B2
公开(公告)日：2018-03-27
申请号：US14290654
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: H04M3/5232 , G06Q30/016 , H04M3/493
Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
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Patent Agency Ranking
公开(公告)号：US09906647B2
公开(公告)日：2018-02-27
申请号：US14626762
申请日：2015-02-19
Applicant: Avaya Inc.
Inventor： Patrick Tendick , Lorraine Denby , Wen-Hua Ju
CPC classification number: H04M3/5175
Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
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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
Applicant: Avaya Inc.
Inventor： David L. Chavez
CPC classification number: H04L65/1069 , H04L65/1006 , H04L65/102 , H04M15/56
Abstract: 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
Applicant: Avaya Inc.
Inventor： Vivek Joshi , Anirudh Patel , Manish Patil
IPC: H04L12/26 , H04L12/851 , H04L29/12
CPC classification number: H04L43/0852 , H04L41/0663 , H04L41/0677 , H04L41/0681 , H04L43/0823 , H04L43/16 , H04L47/24 , H04L61/2514 , H04L61/609
Abstract: 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
Applicant: AVAYA INC.
Inventor： David Skiba , George W. Erhart , Patrick Tendick , Wen-Hua Ju
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
Abstract: 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
Applicant: Avaya Inc.
Inventor： Jitendra Singh Wadhwa , Ramanujan S. Kashi
CPC classification number: G09G3/20 , G09G2310/0232 , G09G2310/04 , G09G2320/0686 , G09G2330/021 , G09G2340/045
Abstract: 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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