公开(公告)号：US09560202B2

公开(公告)日：2017-01-31

申请号：US13419092

申请日：2012-03-13

Applicant: Rodney A. Thomson ,  Brian J. Reynolds

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M11/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/523

Abstract: Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.

Abstract translation: 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。

公开(公告)号：US09544704B1

公开(公告)日：2017-01-10

申请号：US14800874

申请日：2015-07-16

Applicant: Avaya Inc.

Inventor： Ajita John

IPC: H04S5/00

CPC classification number: H04S7/302 ,  G06F17/30743 ,  G10L25/54 ,  H04S2400/11

Abstract: Disclosed herein are systems, methods, and computer-readable storage device for analyzing a first audiofile, to yield a first analysis, wherein the first analysis identifies a first segment of a first plurality of segments within the first audiofile, the first segment being one of a most interesting segment, a most important segment, a most relevant segment, and a most representative segment. A same analysis can be performed on a second audiofile, to yield a second analysis, wherein the second analysis identifies a second segment of a second plurality of segments within the second audiofile, the second segment comprising one of a most interesting segment, a most important segment, a most relevant segment, and a most representative segment. The first segment is presented as a representative segment of the first audiofile and the second segment is presented as a representative of the second audiofile within a three-dimensional audio space.

Abstract translation: 本文公开了用于分析第一音频文件以产生第一分析的系统，方法和计算机可读存储设备，其中第一分析识别第一音频文件内的第一多个段的第一段，第一段是 最有趣的细分，最重要的细分，最相关的细分和最具代表性的细分。 可以在第二音频文件上执行相同的分析，以产生第二分析，其中所述第二分析识别所述第二音频文件内的第二多个片段的第二片段，所述第二片段包括最有趣片段之一，最重要的片段 细分，最相关的细分和最具代表性的细分。 第一段被呈现为第一音频文件的代表段，并且第二段被呈现为三维音频空间内的第二音频文件的代表。

公开(公告)号：US09544340B2

公开(公告)日：2017-01-10

申请号：US14054286

申请日：2013-10-15

Applicant: Avaya Inc.

Inventor： Joel M. Ezell

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1069 ,  H04L65/1006 ,  H04L65/1009 ,  H04L65/1016 ,  H04L65/103 ,  H04L65/105 ,  H04L65/1063 ,  H04M3/5183 ,  H04M3/5191 ,  H04M7/0024 ,  H04M7/0027

Abstract: Systems and methods are described for enabling browser-to-phone and browser-to-browser communications to be enhanced with enterprise communication features. Specifically, a Collaboration Environment is disclosed with the ability to interface a browser with an enterprise communication network. The Collaboration Environment is exposed to browsers via a media server and/or websocket and is enabled to communicate with the browsers via a purpose-built library.

Abstract translation: 描述了系统和方法，以便通过企业通信功能来增强浏览器到手机和浏览器到浏览器的通信。 具体来说，公开了能够将浏览器与企业通信网络进行接口的协作环境。 协作环境通过媒体服务器和/或Websocket暴露给浏览器，并且能够通过专门构建的库与浏览器进行通信。

公开(公告)号：US09544336B2

公开(公告)日：2017-01-10

申请号：US14295400

申请日：2014-06-04

Applicant: Mehmet Balasaygun ,  Eric Cooper ,  Harsh Mendiratta ,  Rifaat Shekh-Yusef

Inventor： Mehmet Balasaygun ,  Eric Cooper ,  Harsh Mendiratta ,  Rifaat Shekh-Yusef

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1069

Abstract: The system and method detect and properly handle a glare condition in a SIP communication session. A glare condition is where a communication device has two concurrent outstanding requests (typically an incoming and an outgoing request that have not be acknowledged) and needs to process one of the requests before processing the other request. To detect a glare condition, the system and method identify that an out-of-dialog SIP request is received while an outgoing SIP request is pending. In response to detecting the glare condition, a glare algorithm is initiated. The glare algorithm ensures that outstanding requests will be handled in a timely manner.

Abstract translation: 系统和方法检测并正确处理SIP通信会话中的眩光状况。 眩光条件是通信设备具有两个并发未完成的请求（通常是未被确认的传入和传出请求），并且在处理其他请求之前需要处理其中一个请求。 为了检测眩光条件，系统和方法识别出呼出SIP请求待处理时接收到对话外的SIP请求。 响应于检测到眩光条件，启动眩光算法。 眩光算法确保未完成的请求将及时处理。

公开(公告)号：US09544190B2

公开(公告)日：2017-01-10

申请号：US13930619

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Geoffrey L. Baskwill

IPC: G06F15/16 ,  H04L12/24

CPC classification number: H04L41/0816 ,  H04L41/0843

Abstract: System and method of application configuration using DNS-based service discovery, the method including: determining a network domain of a user; retrieving PTR, SRV and TXT records from a DNS server associated with the network domain; enumerating service instances based upon the retrieved PTR, SRV and TXT records; receiving a selection of a service instance from the user; constructing a service instance URL from the selected service instance; attempting to retrieve a settings file by use of the service instance URL; and applying configuration settings from the retrieved settings file.

Abstract translation: 使用基于DNS的服务发现的应用配置的系统和方法，所述方法包括：确定用户的网络域; 从与网络域相关联的DNS服务器检索PTR，SRV和TXT记录; 根据检索到的PTR，SRV和TXT记录枚举服务实例; 从用户接收服务实例的选择; 从所选服务实例构建服务实例URL; 尝试通过使用服务实例URL检索设置文件; 并从检索到的设置文件中应用配置设置。

公开(公告)号：US09541407B1

公开(公告)日：2017-01-10

申请号：US14806017

申请日：2015-07-22

Applicant: Avaya Inc.

Inventor： David S. Mohler

IPC: H04W4/00 ,  G01C21/30 ,  H04W4/02 ,  H04W4/22

CPC classification number: H04W4/90 ,  G01C21/206 ,  H04W4/023

Abstract: A unified, weighted, and common language mapping system and method for disaster response is described, with the ability to overlay infrastructure damage, responder assets, data source, and weighting factors including the ability to redact such maps for dissemination to media, the public, or the like. The system and method described herein also enable the real-time updating of maps with social media information and the like.

Abstract translation: 描述了一种用于灾害响应的统一的，加权的和通用的语言映射系统和方法，具有覆盖基础设施损坏，响应者资产，数据源和加权因素的能力，包括修改这些地图以传播给媒体，公众， 或类似物。 本文所述的系统和方法还使得能够利用社交媒体信息等实时地更新地图。

公开(公告)号：US09538139B2

公开(公告)日：2017-01-03

申请号：US14695304

申请日：2015-04-24

Applicant: Avaya Inc.

Inventor： Stephen R. Whynot

IPC: H04N7/15 ,  H04L29/06 ,  H04L12/931

CPC classification number: H04N7/152 ,  H04L49/35 ,  H04L65/4007 ,  H04L65/403 ,  H04L65/601 ,  H04L65/607 ,  H04L65/80 ,  H04N7/147

Abstract: A method of facilitating a multi-participant communication session with an efficient use of network bandwidth and processing resources is described. The processing resources are made available to the session participants via a switching fabric and composites of less active session participants can be used to minimize the bandwidth utilization between a media server and endpoints.

Abstract translation: 描述了一种有助于有效利用网络带宽和处理资源的多参与者通信会话的方法。 处理资源通过交换结构可用于会话参与者，并且可以使用较少活动的会话参与者的组合来最小化媒体服务器与端点之间的带宽利用率。

公开(公告)号：US09531880B2

公开(公告)日：2016-12-27

申请号：US14296208

申请日：2014-06-04

Applicant: Avaya, Inc.

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

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Abstract translation: 联络中心努力满足客户的需求和偏好，以及处理与客户相关的工作项目（例如联系人）的代理人的技能和能力。 然而，优选的代理可能是不可用的，不存在的，积压的或者其他方式不符合接受工作项目的资格。 不优先但仍然合格的代理可以用于处理工作项目，例如具有关于工作项目的特定属性的足够技能的代理。 本文提供了选择非优选但合格的药剂的报告。 然后，联络中心可以利用这样的报告来识别他们的客户群中服务不足的区域。

公开(公告)号：US09531876B2

公开(公告)日：2016-12-27

申请号：US14270550

申请日：2014-05-06

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42 ,  H04M3/20 ,  H04M7/00 ,  H04M1/656 ,  H04M1/65

CPC classification number: H04M3/51 ,  H04M1/651 ,  H04M1/656 ,  H04M3/20 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/0042 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/402 ,  H04M2203/552 ,  H04M2203/558

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract translation: 联络中心通常会记录客户代理人的培训，质量控制和其他用途。 主管通常仅以代理人可以听到（例如，耳语模式）和/或显示在屏幕上的文本消息和可选的文档或其他可由主管向代理提供或共享的内容的语音消息形式进行通信。 。 捕获主管对通信的贡献是为了能够稍后播放或审查通信以包括所有输入，并且能够更全面地了解已经或未被采用的动作。

公开(公告)号：US09524588B2

公开(公告)日：2016-12-20

申请号：US14585399

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： Tamar Barzuza ,  Yair Wiener ,  Ori Modai ,  Azaria Cohen

IPC: H04N7/15 ,  G06T19/00 ,  G06F3/0484 ,  H04L29/06 ,  H04N13/04 ,  H04L12/18 ,  G02B27/01

CPC classification number: G06T19/006 ,  G02B27/01 ,  G02B27/017 ,  G02B2027/014 ,  G02B2027/0178 ,  G06F3/04842 ,  H04L12/18 ,  H04L12/1827 ,  H04L65/403 ,  H04L65/4038 ,  H04L67/38 ,  H04N7/15 ,  H04N7/157 ,  H04N13/332

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating enhanced visual communication between remote participants. In a particular embodiment, a method provides, during a conference session, receiving first video captured of a first participant remote to a physical meeting location. The method further provides determining a first position for the first participant in the physical meeting location and determining a view of an Augmented Reality (AR) head mounted display worn by a second participant at the physical meeting location. From the first video, the method provides generating AR video that makes the first participant appear to the second participant at the first position when viewed through the AR head mounted display. The method also includes transferring the AR video to the AR head mounted display for presentation to the second participant.

Abstract translation: 本文公开的实施例提供了用于促进远程参与者之间增强的视觉通信的方法，系统和计算机可读存储介质。 在特定实施例中，一种方法在会议期间提供接收到远离物理会议位置的第一参与者的第一视频。 该方法还提供确定物理会议位置中的第一参与者的第一位置，并且确定由物理会议位置处的第二参与者穿戴的增强现实（AR）头戴式显示器的视图。 从第一视频，该方法提供生成AR视频，使得第一参与者通过AR头戴式显示器观看时，在第一位置处出现第二参与者。 该方法还包括将AR视频传送到AR头戴式显示器以呈现给第二参与者。