公开(公告)号：US09654638B2

公开(公告)日：2017-05-16

申请号：US13953424

申请日：2013-07-29

Applicant: Avaya Inc.

Inventor： Harvey S. Waxman ,  Paul Roller Michaelis

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/551

Abstract: A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.

公开(公告)号：US09654383B2

公开(公告)日：2017-05-16

申请号：US11530579

申请日：2006-09-11

Applicant: Jozef Babiarz ,  Bakul Khanna

Inventor： Jozef Babiarz ,  Bakul Khanna

IPC: H04L12/707 ,  H04L12/24 ,  H04L12/26 ,  H04L12/751 ,  H04L12/729 ,  H04L12/721

CPC classification number: H04L47/125 ,  H04L41/5022 ,  H04L41/5087 ,  H04L43/08 ,  H04L45/10 ,  H04L45/125 ,  H04L45/22 ,  H04L45/38 ,  H04L47/17

Abstract: A flow based routing method and apparatus selects a path from a plurality of different paths for assignment to a flow. The path is selected based on a traffic performance measurements which identify relative congestion and performance of the different paths, so that traffic flows can be diverted away from network congestion points, thereby allowing network resources to be load balanced at a flow granularity. The present invention may be configured on physical or virtual links on an NE to enhance the forwarding of packets using the primary link and one or more alternate links to any given destination.

公开(公告)号：US09634911B2

公开(公告)日：2017-04-25

申请号：US13954490

申请日：2013-07-30

Applicant: Avaya Inc.

Inventor： Jean Meloche

IPC: G06F15/173 ,  H04L12/26 ,  H04L29/06 ,  G06F11/34 ,  H04L12/721 ,  H04L12/24

CPC classification number: H04L43/04 ,  G06F11/3495 ,  H04L29/06 ,  H04L41/069 ,  H04L45/40

Abstract: A user interaction or a timer event is detected in a communication device. A timestamp is associated with the user interaction or the timer event. In response to detecting the user interaction or the timer event in the communication device, the user interaction or the timer event and the timestamp are stored in a packet log file associated with the communication device. The packet log file can also include a packet trace of packets that are sent to and received by the communication device. This allows the user interactions and/or the timer events to be displayed chronologically in relation to the packets sent to and received by the communication device.

公开(公告)号：US09602634B2

公开(公告)日：2017-03-21

申请号：US13626066

申请日：2012-09-25

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Gordon R. Brunson ,  Kurt Haserodt ,  Raji Chinnappa ,  Dale Worley

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L69/22 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/403 ,  H04L67/146

Abstract: Systems and methods are described for creating and managing Global Session Identifiers (GSIDs) for communication sessions. GSIDs provide a way to globally identify communication sessions including those communication sessions that have experienced one or more topology changes. The GSID may be considered a header itself or a value within a header and information contained within a GSID can be used to trace backwards through time to find the session segments that led up to (or exist concurrently to) a currently signaled session.

公开(公告)号：US09590861B2

公开(公告)日：2017-03-07

申请号：US14727565

申请日：2015-06-01

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Tibor Lukac ,  Puneet Kumar ,  Srinivasan Narayanan

IPC: H04M1/56 ,  H04M15/06 ,  H04M3/42 ,  H04L12/24 ,  H04L29/06

CPC classification number: H04L41/18 ,  H04L63/083 ,  H04L63/10 ,  H04M3/42042 ,  H04M3/42212 ,  H04M3/42263 ,  H04M3/54 ,  H04M2250/60

Abstract: A communication processor receives a call request to establish a communication session from a first communication endpoint to a second communication endpoint. The communication processor changes the intent of the call request. For example, the call request can be changed by automatically forwarding the call request, automatically forking the call request, automatically rejecting the call request based on the second communication endpoint being busy, and/or changing a first type of medium of the communication session to a second type of medium of the communication session. A call log manager conveys status information regarding the changed intent of the call to a call log of the second communication endpoint based on changing the intent of the call request.

Abstract translation: 通信处理器接收呼叫请求以建立从第一通信端点到第二通信端点的通信会话。 通信处理器改变呼叫请求的意图。 例如，可以通过自动转发呼叫请求，自动转发呼叫请求，基于第二通信端点正忙于自动拒绝呼叫请求和/或将通信会话的第一类型的媒体改变为 通信会话的第二种介质。 呼叫记录管理器基于改变呼叫请求的意图来传送关于呼叫对第二通信端点的呼叫日志的改变的意图的状态信息。

公开(公告)号：US09572095B2

公开(公告)日：2017-02-14

申请号：US10727915

申请日：2003-12-04

Applicant: Doree Duncan Seligmann ,  Michael J. Sammon ,  Lynne Shapiro Brotman ,  Reinhard Peter Klemm ,  Ajita John

Inventor： Doree Duncan Seligmann ,  Michael J. Sammon ,  Lynne Shapiro Brotman ,  Reinhard Peter Klemm ,  Ajita John

IPC: G06F15/16 ,  H04W48/18 ,  H04L12/54 ,  H04L12/58 ,  H04M1/725 ,  H04W48/20 ,  H04W4/12 ,  H04W88/06

CPC classification number: H04W48/18 ,  H04L12/5692 ,  H04L51/00 ,  H04L51/14 ,  H04L51/38 ,  H04M1/72547 ,  H04M1/72566 ,  H04M1/72572 ,  H04W4/12 ,  H04W48/20 ,  H04W88/06

Abstract: A method and apparatus for selecting one of a plurality of delivery mechanisms for sending a message are disclosed. The illustrative embodiment enables the advantageous selection of the delivery mechanism for sending a message from a first telecommunications terminal to a second telecommunications terminal based on at least one of: (i) the location of the first terminal, (ii) the location of the second terminal, (iii) the time and date (i.e., the calendrical time) at the first terminal, (iv) the calendrical time at the second terminal, and (v) one or more properties of the message (e.g., the sending user, the receiving user, a message priority, the contents of the message, etc.). A delivery mechanism for sending a message comprises at least one of: a physical medium, a physical layer protocol, a medium access control, and a network for transport.

Abstract translation: 公开了用于选择用于发送消息的多个递送机制之一的方法和装置。 所述说明性实施例使得能够基于以下中的至少一个来发送消息的递送机制的有利选择：（i）第一终端的位置，（ii）第二终端到达第二电信终端的位置 终端，（iii）第一终端的时间和日期（即，日历时间），（iv）第二终端的日历时间，以及（v）消息的一个或多个属性（例如，发送用户， 接收用户，消息优先级，消息内容等）。 用于发送消息的传递机制包括物理介质，物理层协议，介质访问控制和用于传输的网络中的至少一个。

公开(公告)号：US09571654B2

公开(公告)日：2017-02-14

申请号：US12882970

申请日：2010-09-15

Applicant: Andrew D. Flockhart ,  Robert C. Steiner

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/5233

Abstract: A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他事项之外实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。

公开(公告)号：US09571644B2

公开(公告)日：2017-02-14

申请号：US14085672

申请日：2013-11-20

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/493 ,  G06Q30/00 ,  H04M3/51

CPC classification number: H04M3/493 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183

Abstract: A contact center work assignment engine communication system hosts a multi-functional contact advocate to manage communications and history for customers, including the ability to report issues, provide updates, identify and solve problems, store history, interface with contact center components, including agents and experts, creating a proactive automatic assistant for contact center customers.

Abstract translation: 联络中心工作分配引擎通信系统托管多功能联络倡导者，管理客户的沟通和历史，包括报告问题的能力，提供更新，识别和解决问题，存储历史记录，与联络中心组件的接口，包括代理和 专家，为联络中心客户创建主动的自动助理。

公开(公告)号：US09569751B2

公开(公告)日：2017-02-14

申请号：US14290650

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/00 ,  G06Q10/10 ,  G06F7/00

CPC classification number: G06Q10/10

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 included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.

Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。

公开(公告)号：US09560208B2

公开(公告)日：2017-01-31

申请号：US14149028

申请日：2014-01-07

Applicant: Avaya Inc.

Inventor： Michael Krack ,  Jai Pugalia ,  Doug Zumbiel ,  Wayne Wong ,  Jeffrey Wong

IPC: H04M3/42 ,  H04M3/56 ,  H04M3/428

CPC classification number: H04M3/569 ,  H04M3/4285 ,  H04M2203/2027

Abstract: A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

Abstract translation: 描述通信设备以及用于控制通信设备的各种方法和系统。 提供了当确定是否在静音呼叫上提供静音通知时，监视来自本地和远程音频流的音频的方法。 通常，当通信设备的静音功能被激活并且用户尝试发言时，系统可以分析用户的本地音频流和呼叫的远程音频流，以确定是否存在特性以向用户提供静音通知。 该系统通过利用记录的特征和启动的定时器的组合来提供用于通过静音来进行假通知确定的机制，所述定时器可以基于确定而被调整。