公开(公告)号：US09883032B2

公开(公告)日：2018-01-30

申请号：US14450644

申请日：2014-08-04

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  H04M3/5191

Abstract: 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.

公开(公告)号：US09866696B2

公开(公告)日：2018-01-09

申请号：US14573898

申请日：2014-12-17

Applicant: Avaya Inc.

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

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: 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.

公开(公告)号：US20180006772A1

公开(公告)日：2018-01-04

申请号：US15702238

申请日：2017-09-12

Applicant: Avaya Inc.

Inventor： Amit Mishra ,  Srinivasan Narayanan ,  Anand Paithankar

IPC: H04L1/18 ,  H04L12/18 ,  H04L29/06 ,  G06F11/14 ,  H04N7/15 ,  H04M3/56

CPC classification number: H04L1/1867 ,  G06F11/1443 ,  H04L12/1818 ,  H04L65/1069 ,  H04L65/403 ,  H04L65/80 ,  H04M3/567 ,  H04N7/15

Abstract: A conference system is provided with enhanced settings capabilities. A controller can poll for settings at each endpoint in a conference system and be able via the video stream to selectively display and compare settings among the endpoints. One location can push its settings to one or more locations to overcome failures or degradation in the conference. The settings between different controllers may be rationalized via a common denominator method or tabular method to build a knowledge of how to configure conferences and to automate responses to problems.

公开(公告)号：US20170353508A1

公开(公告)日：2017-12-07

申请号：US15173429

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04L29/06 ,  G06F3/0484 ,  G06F3/14 ,  G06F3/16 ,  G06F3/0481

CPC classification number: H04L65/403 ,  G06F3/04817 ,  G06F3/1423 ,  G06F3/1454 ,  G06F3/165 ,  G06F2203/04803 ,  G09G5/14 ,  H04L12/1822 ,  H04L12/1827 ,  H04L65/4038 ,  H04L65/4046

Abstract: Systems and methods for queue-based promotion within a multiparty interaction are described, wherein a participant in the multiparty interaction can join a promotion queue by making a promotion request, then be automatically promoted from an audience area of the multiparty interaction to a presentation area of the multiparty interaction based on the participant's position in the promotion queue.

公开(公告)号：US20170346697A1

公开(公告)日：2017-11-30

申请号：US15163472

申请日：2016-05-24

Applicant: Avaya Inc.

Inventor： Puneet Kumar ,  Tibor Lukac

IPC: H04L12/24 ,  H04L29/08 ,  H04L29/06

CPC classification number: H04L41/0896 ,  H04L65/1006 ,  H04L67/142

Abstract: A request for a communication session is received. For example, a request to establish a voice communication session is received. The system determines whether the request for the communication session is to be forked to a plurality of communication endpoints. If the communication session is to be forked, a highest bandwidth requirement for the forked communication session is determined. The highest bandwidth requirement for the forked communication session is based on a highest bandwidth requirement of one or more codecs in the request for the communication session. The highest bandwidth requirement for the forked communication session is allocated so that the forked communication session can be established.

公开(公告)号：US20170331954A1

公开(公告)日：2017-11-16

申请号：US15152689

申请日：2016-05-12

Applicant: Avaya Inc.

Inventor： Sanjog Narayan Kotnis ,  Paul Roller Michaelis ,  Mark J. Fletcher

IPC: H04M3/51 ,  H04M3/42 ,  H04L29/08 ,  H04M7/00 ,  H04L12/58

CPC classification number: H04M3/5116 ,  H04L12/1895 ,  H04L51/32 ,  H04L67/22 ,  H04M3/42068 ,  H04M3/42357 ,  H04M3/5191 ,  H04M7/0024

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

公开(公告)号：US20170329841A1

公开(公告)日：2017-11-16

申请号：US15154000

申请日：2016-05-13

Applicant: Avaya Inc.

Inventor： Wendy J. Holmes ,  David Skiba

IPC: G06F17/30 ,  G10L15/02 ,  G10L15/183 ,  G06F17/27

CPC classification number: G06F16/3343 ,  G06F16/3329 ,  G06F17/2735 ,  G10L15/02 ,  G10L25/54 ,  G10L2015/025

Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.

公开(公告)号：US20170324933A1

公开(公告)日：2017-11-09

申请号：US15148588

申请日：2016-05-06

Applicant: Avaya Inc.

Inventor： Amir Alrod ,  Tamar Barzuza

IPC: H04N7/15 ,  H05B37/02 ,  G06K9/00

CPC classification number: H04N7/15 ,  G06K9/00744 ,  H04N7/142 ,  H04N7/147 ,  H05B33/0854 ,  H05B37/0245 ,  H05B37/029

Abstract: 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.

公开(公告)号：US09813557B2

公开(公告)日：2017-11-07

申请号：US13963843

申请日：2013-08-09

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: 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.

公开(公告)号：US20170295208A1

公开(公告)日：2017-10-12

申请号：US15092914

申请日：2016-04-07

Applicant: Avaya Inc.

Inventor： Douglas Richards ,  Joel Ezell

IPC: H04L29/06

Abstract: A request to establish a communication session between the first communication endpoint and a second communication endpoint is received. For example, the request may be a Session Initiation Protocol (SIP) INVITE message to establish a voice communication session. A security classification for the communication session is determined. For example, the determined security classification may be that the call is top secret or unclassified. The security classification is not based on whether the communication session is solely encrypted. The security classification is inserted into the request to establish the communication session. The request to establish the communication session with the security classification is sent to the second communication endpoint. This allows the second endpoint to display the security classification. A similar process is used in a response to the request to establish the communication session to convey the security classification to the first communication endpoint.