公开(公告)号：US09232192B2

公开(公告)日：2016-01-05

申请号：US14074916

申请日：2013-11-08

Applicant: AVAYA, INC.

Inventor： Stephen Whynot ,  Thomas Helfand ,  Xiaohui Wei ,  Greg Osterhout

IPC: H04N7/14 ,  H04N7/15 ,  H04L29/06

CPC classification number: H04N7/152 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4038

Abstract: Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference.

Abstract translation: 公开了一种用于向视频会议的所有视频参与者提供低帧率连续存在的系统和方法。

公开(公告)号：US09223744B1

公开(公告)日：2015-12-29

申请号：US12417701

申请日：2009-04-03

Applicant: Mathilde Benveniste

Inventor： Mathilde Benveniste

IPC: H04W4/00 ,  G06F15/16

CPC classification number: G06F15/16 ,  H04W52/0216 ,  Y02D70/142 ,  Y02D70/22

Abstract: A method, apparatus and computer program product in which a computer system functions as a mesh point (MP) and provides scheduled service periods in wireless mesh networks is presented. The MP enters a light sleep mode. The MP determines peers of itself and determines beacons for the peers of itself. The MP then enters an Awake state for the beacons of its peers.

Abstract translation: 提出了一种方法，装置和计算机程序产品，其中计算机系统用作网格点（MP）并在无线网状网络中提供调度的服务周期。 MP进入浅睡眠模式。 MP确定自身的对等体，并为自身的对等体确定信标。 然后，MP进入同级的信标的唤醒状态。

公开(公告)号：US20150350445A1

公开(公告)日：2015-12-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

Abstract translation: 基于与客户及其当前设备相关联的所有媒体能力在初始路由期间选择代理的系统。 该系统包括用于挖掘客户设备上的一个或多个媒体功能的数据挖掘模块。 该系统还包括客户简档模块，用于基于设备上的一个或多个挖掘的媒体能力构建客户简档。 系统还包括映射模块以将客户简档映射到代理简档。 所述系统还包括选择模块，用于基于所述映射为所述客户选择代理。

公开(公告)号：US20150350432A1

公开(公告)日：2015-12-03

申请号：US14290652

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/06311

Abstract: A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.

Abstract translation: 描述了基于图形的联系中心的基于节点和关系的用于避免用于工作分配的一个或多个资源的机制，以及用于管理它的各种方法和机制。 公开了避免方法，其允许管理员设置图形数据库，其可操作以基于设置的规则和条件自动阻止对某些资源的工作分配。 图形数据库被额外地设计为可以随时间适应和响应不断变化的规则和条件的学习系统，包括历史上成功和不成功的交互，客户和代理的属性更改以及期望结果的变化。 改善代理匹配和客户满意度，避免不适当或不合需要的资源。

公开(公告)号：US09197746B2

公开(公告)日：2015-11-24

申请号：US12366630

申请日：2009-02-05

Applicant: Srikrishna Kurapati ,  Rajesh Mohan ,  Karthikeyan Sadhasivam ,  Satyam Tyagi

Inventor： Srikrishna Kurapati ,  Rajesh Mohan ,  Karthikeyan Sadhasivam ,  Satyam Tyagi

IPC: H04L9/32 ,  H04M3/436 ,  H04L29/06

CPC classification number: H04M3/436 ,  H04L9/3215 ,  H04L9/3231 ,  H04L9/3273 ,  H04L63/126 ,  H04L63/1441 ,  H04L63/1483 ,  H04L2209/56 ,  H04M2203/6054

Abstract: The present invention provides a system, method and apparatus for authenticating calls that is a robust Anti-vishing solution. The present invention can identify Caller ID spoofing, verify dialed number to detect man-in-the middle and verify called party against dialed digits to detect impersonation. This solution can handle calls coming from any phone any where with little impact on user experience. Two separate solutions are tailored for smart phones (communication devices capable of running application software) and traditional phones to reduce the impact to user experience while providing robust verification.

Abstract translation: 本发明提供了一种用于认证作为强大的反维护解决方案的呼叫的系统，方法和装置。 本发明可以识别来电显示欺骗，验证拨号号码以检测中间人员，并根据拨号数字验证被叫方以检测模拟。 该解决方案可以处理来自任何手机的呼叫，对用户体验影响不大。 针对智能手机（能够运行应用软件的通信设备）和传统手机定制了两个独立的解决方案，以减少对用户体验的影响，同时提供强大的验证。

公开(公告)号：US20150334233A1

公开(公告)日：2015-11-19

申请号：US14278690

申请日：2014-05-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  John McGreevy ,  Tony McCormack

IPC: H04M3/51 ,  G06F17/30

CPC classification number: H04M3/51 ,  G06F17/3053 ,  G06F17/30864 ,  G06Q10/063114 ,  H04M3/5175 ,  H04M3/5183

Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.

Abstract translation: 提供一种用于确定多模式联络中心中的代理人的占用的方法和系统。 该方法包括由处理器监视由代理同时处理的多个多模式联系人。 对于多个多模式触点的每个触点，可以确定触点的媒体能力，并且可以确定基于媒体能力和代理的一个或多个参数。 基于用于多个多模式接触中的每一个的一个或多个参数的代理的多式联运占用得分。

公开(公告)号：US20150326722A1

公开(公告)日：2015-11-12

申请号：US14270550

申请日：2014-05-06

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/42

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：US09183514B2

公开(公告)日：2015-11-10

申请号：US13172368

申请日：2011-06-29

Applicant: David L. Chavez

Inventor： David L. Chavez

IPC: G06F3/00 ,  G06Q10/00 ,  H04N21/4788 ,  H04N21/482

CPC classification number: H04N21/4622 ,  G06Q10/00 ,  H04N21/4312 ,  H04N21/4782 ,  H04N21/4788 ,  H04N21/4826 ,  H04N21/64322 ,  H04N21/8126 ,  H04N21/8173

Abstract: Methods and systems for presenting information regarding multiple categories of content are provided. In addition, methods and systems that suggest activities by a user in relation to content and determined affinity for content in relation to user contacts are provided. A user interface application is provided that operates to display status and/or historical information regarding content, suggested activities, and suggested contacts. The user can interact with the interface to access detailed information and to act on suggestions. In addition the user can interact with the interface to share content to other users, including users participating in real time communication sessions.

Abstract translation: 提供用于呈现关于多类内容的信息的方法和系统。 另外，提供了一种方法和系统，其提供用户关于内容的活动以及与内容相关的与用户联系的确定的亲和度的方法和系统。 提供了用于显示关于内容，建议的活动和建议的联系人的状态和/或历史信息的用户界面应用程序。 用户可以与界面进行交互以访问详细信息并对建议采取行动。 此外，用户可以与界面交互以向其他用户共享内容，包括参与实时通信会话的用户。

公开(公告)号：US09179095B2

公开(公告)日：2015-11-03

申请号：US13742981

申请日：2013-01-16

Applicant: Avaya Inc.

Inventor： Ori Modai ,  Yair Wiener

IPC: H04N7/14 ,  H04N7/15 ,  H04L29/06

CPC classification number: H04N7/15 ,  H04L65/403 ,  H04L65/605

Abstract: Embodiments disclosed herein provide systems and methods for a scalable videoconference system. In a particular embodiment, a method provides receiving a video stream from a party on a videoconference over a communication network. The method further provides transferring the video stream to a processing device of a plurality of processing devices located on one of a plurality of processing boards operatively coupled to each of one or more server processors. The method further provides processing the video stream to generate a processed video stream and transferring the processed video stream for distribution to other parties on the videoconference.

Abstract translation: 本文公开的实施例提供了用于可伸缩视频会议系统的系统和方法。 在特定实施例中，一种方法提供了通过通信网络在视频会议上从一方接收视频流。 该方法还提供将视频流传送到多个处理设备的处理设备，该处理设备位于可操作地耦合到一个或多个服务器处理器中的每一个的多个处理板之一上。 该方法进一步提供处理视频流以生成经处理的视频流并传送处理后的视频流，以便在视频会议上分配给其他方。

公开(公告)号：US09172809B1

公开(公告)日：2015-10-27

申请号：US14309587

申请日：2014-06-19

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Randy Hackbarth ,  John Palframan ,  Brett Shockley

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5235

Abstract: Systems, methods, and computer-readable storage media for predicting escalation risks in customer support contexts. A system implementing the example method can identify instances of customer escalation from a corpus of customer support sales, customer support, and product software development data, and determine, for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for respective instances of customer escalation. Then the system can classify each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications, and add the classifications, the sets of trigger conditions, and the instances of customer escalation to a database. Then the system can compare the database to support data to identify customers or support tasks that are likely to be escalated, and the system or a user can allocate additional support resources to proactively prevent escalations.

Abstract translation: 用于预测客户支持环境中的升级风险的系统，方法和计算机可读存储介质。 实施示例方法的系统可以从客户支持销售，客户支持和产品软件开发数据的语料库中识别客户升级的实例，并且为客户升级的实例确定至少部分负责的触发条件集合 客户升级的各自实例。 然后，系统可以根据触发条件集合的问题类型对客户升级的每个实例进行分类，以产生分类，并将分类，触发条件集和客户升级实例添加到数据库。 然后，系统可以比较数据库以支持数据以识别客户或支持可能升级的任务，并且系统或用户可以分配额外的支持资源来主动防止升级。