公开(公告)号：US09503575B2

公开(公告)日：2016-11-22

申请号：US14318376

申请日：2014-06-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: H04M3/42 ,  H04M3/428 ,  G06Q50/00

CPC classification number: H04M3/4285 ,  G06Q50/01 ,  H04M3/42068 ,  H04M3/4211

Abstract: Systems and methods for establishing and conducting communication sessions augmented by contextual information. A call originator initiates a request to establish a communication session. The endpoint furnishes information identifying the call originator and intended call recipient(s). The method receives the request from the call originator and retrieves contextual information relating the call originator to the intended call recipient. If no contextual information has yet been derived, the contextual information is generated from data attributes available from one or more social networking sites. In some embodiments, the method generates the contextual information according to a set of rules and, if applicable, user preferences. The method handles the call request based on at least one of a set of rules, user preferences, and scheduling input received from the intended recipient responsive to receipt of the contextual information. The contextual information is accessible to some or all participants before and during the communication session.

Abstract translation: 用于建立和进行通信会话的系统和方法由上下文信息增强。 呼叫发起者发起建立通信会话的请求。 端点提供标识呼叫发起者和预期呼叫接收者的信息。 该方法从呼叫发起者接收请求，并检索与呼叫发起者相关联的呼叫接收者的上下文信息。 如果还没有导出上下文信息，则从一个或多个社交网站可获得的数据属性生成上下文信息。 在一些实施例中，该方法根据一组规则和（如果适用的话）生成用户偏好的上下文信息。 所述方法基于从所述目的地接收者接收的响应于所述上下文信息的接收的一组规则，用户偏好和调度输入中的至少一个来处理所述呼叫请求。 在通信会话之前和期间，一些或所有参与者可访问上下文信息。

公开(公告)号：US09495350B2

公开(公告)日：2016-11-15

申请号：US13617553

申请日：2012-09-14

Applicant: Ajita John ,  Michael J. Sammon ,  Reinhard Klemm ,  Doree Duncan Seligmann

Inventor： Ajita John ,  Michael J. Sammon ,  Reinhard Klemm ,  Doree Duncan Seligmann

IPC: G06F17/27 ,  G10L17/00 ,  G10L15/26 ,  G10L15/08

CPC classification number: G06F17/27 ,  G10L15/08 ,  G10L15/265 ,  G10L17/00 ,  G10L2015/088

Abstract: Systems, methods, and non-transitory computer-readable storage media for determining expertise through speech analytics. The system associates speakers with respective segments of an audio conversation to yield associated speaker segments. The system also identifies a number of times a speaker has spoken about a topic in the audio conversation by searching the associated speaker segments for a term associated with the topic. The system then ranks the speaker as an expert in the topic when the number of times the speaker has spoken about the topic in the audio conversation exceeds a threshold. The audio conversation can include a compilation of a plurality of audio conversations. Moreover, the system can tag the associated speaker segments having the term with keyword tags and match a respective segment from the associated speaker segments with the speaker, the respective segment having a keyword tag.

Abstract translation: 用于通过语音分析确定专业知识的系统，方法和非暂时的计算机可读存储介质。 该系统将扬声器与音频对话的相应段相关联，以产生相关的扬声器段。 该系统还通过搜索与该主题相关联的术语的相关联的说话者段来识别扬声器在音频会话中谈论的主题的次数。 当演讲者在音频会话中谈论主题的次数超过阈值时，该系统将作为该主题的专家排列扬声器。 音频会话可以包括多个音频会话的汇编。 此外，系统可以用具有关键字标签的关联标签的相关联的扬声器段标记，并且将来自相关联的扬声器段的相应段与扬声器相匹配，相应的段具有关键字标签。

公开(公告)号：US09479345B2

公开(公告)日：2016-10-25

申请号：US13396583

申请日：2012-02-14

Applicant: Anjur S. Krishnakumar ,  Shalini Yajnik

Inventor： Anjur S. Krishnakumar ,  Shalini Yajnik

IPC: G06F15/16 ,  H04L12/18

CPC classification number: H04L12/1822 ,  H04L12/189

Abstract: Method to transfer a communication session to a mobile device, including: receiving by use of a first communication channel an information message comprising an identification of the communication session and an identification of a communication client hosting the communication session; sending by use of a second communication channel a join request; joining the communication session; and sending by use of the second communication channel a confirmation message confirming the transfer of the communication session. Furthermore, a method to transfer a communication session from a mobile device to a nonparticipating computer, including: receiving by use of a first communication channel an information message comprising an identification of the nonparticipating conference-enabled computer; sending by use of a second communication channel a request to push the communication session to the nonparticipating computer; receiving a confirmation; and optionally closing the communication session on the mobile device.

Abstract translation: 将通信会话传送到移动设备的方法，包括：通过使用第一通信信道接收信息消息，所述信息消息包括通信会话的标识和主持通信会话的通信客户端的标识; 通过使用第二通信信道发送加入请求; 加入通信会议; 以及通过使用所述第二通信信道发送确认所述通信会话的传送的确认消息。 此外，一种将通信会话从移动设备传送到非参与式计算机的方法，包括：通过使用第一通信信道接收包括非参与会议的计算机的标识的信息消息; 通过使用第二通信信道发送将通信会话推送到非参与计算机的请求; 收到确认; 并且可选地在移动设备上关闭通信会话。

公开(公告)号：US09467653B2

公开(公告)日：2016-10-11

申请号：US13538321

申请日：2012-06-29

Applicant: Jon L. Bentley ,  Parameshwaran Krishnan ,  Moni Manor ,  Peter Tarle

Inventor： Jon L. Bentley ,  Parameshwaran Krishnan ,  Moni Manor ,  Peter Tarle

IPC: H04B1/66 ,  H04N7/15 ,  H04N7/26

CPC classification number: H04N7/15

Abstract: System and method to manage bandwidth used by an endpoint of a communication session, the method including: detecting, by a sensor coupled to a communication system transporting the communication session, an indicia of a user; inferring, by a processor of the communication system transporting the communication session, a first involvement by the user in the communication session, wherein inferring is based upon the detected indicia of the user; and modifying, by the communication system transporting the communication session, a bandwidth of the communication session based upon the first inferred involvement by the user.

Abstract translation: 用于管理通信会话的端点使用的带宽的系统和方法，所述方法包括：通过耦合到传送通信会话的通信系统的传感器检测用户的标记; 由传送通信会话的通信系统的处理器推断用户在通信会话中的第一次参与，其中推断基于用户的检测标记; 以及通过传送通信会话的通信系统，基于用户的第一推断的参与来修改通信会话的带宽。

公开(公告)号：US09467570B2

公开(公告)日：2016-10-11

申请号：US14084842

申请日：2013-11-20

Applicant: Avaya Inc.

Inventor： Frank Boyle ,  Vipul Rastogi ,  Joel M. Ezell

IPC: H04M3/58 ,  H04L29/06

CPC classification number: H04M3/58 ,  H04L65/1006 ,  H04L65/1033 ,  H04L65/1096

Abstract: A communication system, method, and components are described. Specifically, a communication system having the ability to facilitate call transfer across a Session Border Controller (SBC) is provided. The transfer is facilitated by an intelligent mapping process performed at the SBC on one or more messages transmitted during a call transfer.

Abstract translation: 描述了通信系统，方法和组件。 具体地说，提供了一种具有便于通过会话边界控制器（SBC）进行呼叫转移的能力的通信系统。 通过在SBC处执行的在呼叫转移期间发送的一个或多个消息的智能映射处理来促进传送。

公开(公告)号：US09454760B2

公开(公告)日：2016-09-27

申请号：US14103144

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  George Erhart ,  Lee Becker ,  David Skiba

IPC: H04M1/64 ,  G06Q30/00 ,  G06F17/28

CPC classification number: G06Q30/01 ,  G06F17/2881

Abstract: Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.

Abstract translation: 联络中心可以结合自动化代理来回应查询。 查询可以征求实质性答复，例如，提供询问要求航班起飞时间的时间。 这样的答复省略了用于修饰个人对人对话的正常对话主题，并且出现非常类似机器。 这里，访问诸如社交媒体网站，客户数据库或其他数据的用户上下文来源。 然后可以识别客户的某些方面并用于用附加和/或替代内容来修饰该回复。 因此，答复可能会更多的对话。

公开(公告)号：US09450989B2

公开(公告)日：2016-09-20

申请号：US12783249

申请日：2010-05-19

Applicant: Robert E. Braudes ,  Gordon R. Brunson ,  Joel M. Ezell ,  Harsh V. Mendiratta

Inventor： Robert E. Braudes ,  Gordon R. Brunson ,  Joel M. Ezell ,  Harsh V. Mendiratta

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/1066 ,  H04L65/1006 ,  H04L65/1083 ,  H04L67/22

Abstract: The concept of a centralized communication log is provided. Anchor points, and specifically Session Initiation Protocol (SIP) anchor points, serve as a media and call control point that is established on a per-user basis which can then be leveraged by a communication log service. Such a communication log service is able to determine accurate and real-time communicant information for a communication session and populate a centralized communication log with the same. Such a communication log is, therefore, accurate with respect to multiple users in a system, highly available, and scaled horizontally.

Abstract translation: 提供集中通信日志的概念。 锚点，特别是会话发起协议（SIP）锚点，用作基于每个用户建立的媒体和呼叫控制点，然后可以由通信日志服务来利用。 这样的通信日志服务能够确定用于通信会话的准确和实时的通信者信息，并且填充具有该通信日志的集中通信日志。 因此，这样的通信日志对于系统中的多个用户是准确的，高度可用的并且水平地缩放。

公开(公告)号：US09432325B2

公开(公告)日：2016-08-30

申请号：US14020674

申请日：2013-09-06

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: G06F15/16 ,  H04L12/58 ,  A47L13/20

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 系统可以通过在长消息中识别内容以负面情绪来查看长消息。 进一步分析具有消极情绪的内容，以确定所识别的内容是否可操作。 如果所识别的内容是可操作的，则通信系统可以将长消息自动路由到代理以作出响应。

公开(公告)号：US09424276B2

公开(公告)日：2016-08-23

申请号：US14292552

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Nishant Krishna ,  Seetharam V Rao ,  Prashantkumar S Sthavarmath

IPC: G06F17/30

CPC classification number: G06F17/30395 ,  G06F17/30174 ,  G06F17/30221 ,  G06F17/30233 ,  G06F17/30368

Abstract: Methods, systems and computer readable media for efficient state change support for hierarchical data models in a virtualized system are described. In some implementations, the method can include determining a system status including a system-level bit masked word having a plurality of bits, each bit corresponding to a status of a different hierarchical level of the system, and receiving a change notification. The method can also include querying an entity at a lower hierarchy level if a cascaded state change is identified for that entity. The method can further include continuing to query one or more entities in successively lower hierarchy levels so long as a cascaded state change is identified for a corresponding entity in a lower hierarchy level. The method can also include determining the current status for one or more entities having a changed status. Identifying a cascaded state change can include performing a logical exclusive OR operation on a previous status bit masked word and a current status bit masked word of an entity.

Abstract translation: 描述了用于虚拟化系统中的分级数据模型的有效状态改变支持的方法，系统和计算机可读介质。 在一些实现中，该方法可以包括确定包括具有多个位的系统级位掩码字的系统状态，每个位对应于系统的不同层级的状态，以及接收改变通知。 如果为该实体识别级联状态改变，该方法还可以包括查询较低层次级别的实体。 该方法可以进一步包括继续查询连续较低层次级别中的一个或多个实体，只要为较低级别级别的相应实体识别级联状态改变即可。 该方法还可以包括确定具有改变的状态的一个或多个实体的当前状态。 识别级联状态改变可以包括对先前状态位屏蔽字和实体的当前状态位屏蔽字进行逻辑异或运算。

公开(公告)号：US09414211B2

公开(公告)日：2016-08-09

申请号：US13348412

申请日：2012-01-11

Applicant: Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Onkar Birk ,  Barrett Davis

Inventor： Rodney A. Thomson ,  Brian J. Reynolds ,  Jeff Chu ,  Onkar Birk ,  Barrett Davis

IPC: G06F15/16 ,  H04W4/16 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04W4/16 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5233

Abstract: Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.

Abstract translation: 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。