公开(公告)号：US20150304359A1

公开(公告)日：2015-10-22

申请号：US14255429

申请日：2014-04-17

Applicant: AVAYA INC.

Inventor： Mehmet Balasaygun ,  Joel Ezell ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/105 ,  H04L65/1069

Abstract: Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device.

Abstract translation: 公开了使用企业会话发起协议（SIP）引擎和相关方法，系统和计算机可读介质的Web实时通信（WebRTC）交互式会话的企业策略的应用。 在一个实施例中，一种方法包括通过企业设备的会话令牌转换器接收传入的WebRTC会话描述令牌。 该方法包括通过会话令牌转换器生成输出SIP请求消息。 该方法包括通过会话令牌转换器向企业SIP引擎发送出站SIP请求消息，并通过企业SIP引擎根据传出的SIP请求消息应用企业策略。 该方法包括响应于应用企业策略，向企业设备发送传入的SIP请求消息。 该方法包括通过会话令牌转换器将传入的SIP请求消息转换成输出的WebRTC会话描述令牌，以及向目标设备发送传出的WebRTC会话描述令牌。

公开(公告)号：US09167094B2

公开(公告)日：2015-10-20

申请号：US13786804

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Paul D'Arcy

IPC: H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038 ,  H04M2203/403 ,  H04M2242/24

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract translation: 提供代理协助系统，用于在通话期间向联络中心的代理人提供协助。 代理辅助系统包括监视模块，该监视模块被配置为监视来自联络中心的呼叫的参数。 代理辅助系统还包括一个情绪检测器模块，配置成在呼叫期间检测用户的情绪。 代理辅助系统还包括模式匹配模块，其被配置为基于呼叫的参数和用户在呼叫期间的情绪来确定处理呼叫的代理的脚本，其中脚本向代理提供指令以改善处理 的电话。 代理辅助系统还包括脚本发布模块，其被配置为将脚本发布到处理该呼叫的代理。

公开(公告)号：US20150287062A1

公开(公告)日：2015-10-08

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/02

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract translation: 为了提供反映双方之间通信会话细节的调查，监督双方之间已建立的通信会话的内容。 识别通信会话的内容中的一个或多个主题。 例如，可以监视客户和呼叫中心代理之间的语音通信以识别特定主题，诸如关于汽车保险的讨论。 根据确定的主题，通过将调查主题纳入调查来产生调查。 例如，调查可以包括一个关于他的四轮驱动SUV的客户汽车保险的问题，这是在通话期间讨论的。 然后将调查提交给或发送给通信会议的一方。

公开(公告)号：US20150287039A1

公开(公告)日：2015-10-08

申请号：US14243108

申请日：2014-04-02

Applicant: Avaya, Inc.

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

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.

Abstract translation: 通过利用某些联络中心基础设施组件到零售环境来提供客户帮助。 通常，联络中心有关于零售设置可能提供的各种产品和服务的丰富信息。 然后可以以对话的形式将这些信息提供给客户。 对话可能部分地基于同一或类似项目的联络中心对话。 然后，可以指示客户执行动作，例如在特定位置检索另一个物品。 与联络中心不同，客户的实际存在提供了以监视客户行为的形式接收反馈的机会，以确定客户是否遵守指示。 可选地，可以基于客户的合规性来模仿后续活动。

公开(公告)号：US09154626B2

公开(公告)日：2015-10-06

申请号：US13836038

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。

公开(公告)号：US09152681B2

公开(公告)日：2015-10-06

申请号：US13899286

申请日：2013-05-21

Applicant: Avaya Inc.

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

IPC: G06F17/30 ,  H04L29/12 ,  H04L29/08

CPC classification number: G06F17/30554 ,  H04L29/12594 ,  H04L61/30 ,  H04L67/22

Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

Abstract translation: 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文重要的，则来自公共记录的别名和用户帐户数据和/或用户数据基于关键字和/或事件相关联，并且将相关通知发送到代理，代理或联系人 中心系统。 代理或代理可以验证海报的身份是否已经与数据库中的客户记录或公共记录中的用户数据精确地相关。 代理商，代理机构或系统有机会回应通信，尽管社交网站上的海报匿名。

公开(公告)号：US20150281451A1

公开(公告)日：2015-10-01

申请号：US14230575

申请日：2014-03-31

Applicant: Avaya Inc.

Inventor： Hiten Sampat Gajjar

IPC: H04M3/51 ,  H04L29/12

CPC classification number: H04M3/5191 ,  H04L61/1505 ,  H04L61/2007 ,  H04L63/00 ,  H04L63/10 ,  H04M3/38 ,  H04M3/5133 ,  H04M7/0078

Abstract: System and method to detect misconfiguration in a contact center, the method including: assigning, by a processor coupled to a memory, a workstation IP address to an agent workstation in the contact center; receiving a workstation login request from an agent; associating the workstation IP address to the agent; receiving an application program login request from an agent; extracting a source IP address for the application program login request; comparing the workstation IP address to the source IP address for the application program login request; and allowing agent access if the workstation IP address matches the source IP address for the application program login request.

Abstract translation: 用于检测联络中心中的配置错误的系统和方法，所述方法包括：通过耦合到存储器的处理器将工作站IP地址分配给所述联络中心中的代理工作站; 从代理接收工作站登录请求; 将工作站IP地址与代理关联起来; 从代理接收应用程序登录请求; 提取应用程序登录请求的源IP地址; 将工作站IP地址与应用程序登录请求的源IP地址进行比较; 并且如果工作站IP地址与应用程序登录请求的源IP地址匹配，则允许代理访问。

公开(公告)号：US09137155B2

公开(公告)日：2015-09-15

申请号：US13631975

申请日：2012-09-29

Applicant: Avaya Inc.

Inventor： Deepak Ramesh ,  Vinuta K. S ,  Shyamsunder Natarajan

IPC: H04L1/00 ,  H04L12/721 ,  H04L12/46

CPC classification number: H04L45/66 ,  H04L12/4641 ,  H04L49/354

Abstract: A method, system and computer readable medium for advertising and interoperating Layer 2 VPN services from an access node to a core network. The method can include executing, using one or more processors, a routing protocol on an access node to establish adjacency with a core network node in an access mode. The method can also include mapping, using the one or more processors, an access network Layer 2 service identifier to a core network service identifier. The method can further include advertising, using the one or more processors, a mapping for the L2VPN service to the core network node. The method can also include sending, using the one or more processors, network traffic from the access node to the core network node without core network encapsulation.

Abstract translation: 一种用于从接入节点向核心网络广告和互操作第二层VPN服务的方法，系统和计算机可读介质。 该方法可以包括使用一个或多个处理器执行接入节点上的路由协议以在接入模式下与核心网络节点建立邻接。 该方法还可以包括使用一个或多个处理器将接入网络第2层服务标识符映射到核心网络服务标识符。 所述方法还可以包括使用所述一个或多个处理器将所述L2VPN服务到所述核心网络节点的映射进行广告。 该方法还可以包括使用一个或多个处理器发送从核心网络封装到接入节点到核心网络节点的网络流量。

公开(公告)号：US09137101B2

公开(公告)日：2015-09-15

申请号：US13303615

申请日：2011-11-23

Applicant: Srikanth Keesara ,  David E. Frattura ,  Deborah E. Fitzgerald ,  Christopher Monti

Inventor： Srikanth Keesara ,  David E. Frattura ,  Deborah E. Fitzgerald ,  Christopher Monti

IPC: G01R31/08 ,  H04L12/24 ,  H04L12/26 ,  H04L12/721

CPC classification number: H04L41/0677 ,  H04L43/0811 ,  H04L43/10 ,  H04L45/70

Abstract: A network management and monitoring application employs diagnostic messages for confirming network path connectivity and identifying and locating connectivity faults. Diagnostic messages similar to conventional “ping” and “traceroute” messages traverse the network along a prescribed path for which diagnostic feedback is desired. The application receives and analyzes return messages sent from network entities along the path to ascertain connectivity issues on the path. The application receives layer 3 identifiers such as IP addresses, however performs diagnostic operations such as continuity checks based on layer 2 identifiers such as MAC (Media Access Control) identifiers because certain network entities operate on L2 identifiers and would otherwise evade a continuity check based on layer 3 identifiers. The monitoring application therefore performs continuity diagnostics such as ping and traceroute operations using L2 identifiers, therefore pinpointing problems with an L2 network forwarding entity such as a bridge that lies between L3 entities such as routers.

Abstract translation: 网络管理和监控应用程序使用诊断消息来确认网络路径连通性，并识别和定位连接故障。 类似于常规“ping”和“traceroute”消息的诊断消息沿着期望诊断反馈的规定路径穿越网络。 应用程序接收并分析从网络实体沿路径发送的返回消息，以确定路径上的连接问题。 应用程序接收诸如IP地址的层3标识符，然而执行诊断操作，例如基于诸如MAC（媒体访问控制）标识符的第2层标识符的连续性检查，因为某些网络实体在L2标识符上操作，否则将基于 第3层标识符。 因此，监视应用程序使用L2标识符来执行诸如ping和traceroute操作之类的连续性诊断，因此确定了L2网络转发实体（例如位于诸如路由器的L3实体之间的网桥）的问题。

公开(公告)号：US09112978B2

公开(公告)日：2015-08-18

申请号：US13245835

申请日：2011-09-26

Applicant: Ezra Raphael Gilbert ,  Vipul Kishore Lalka ,  Venkat R. Gilakattula

Inventor： Ezra Raphael Gilbert ,  Vipul Kishore Lalka ,  Venkat R. Gilakattula

IPC: H04M3/42 ,  H04M3/56 ,  H04M3/22

CPC classification number: H04M3/56 ,  H04M3/2281 ,  H04M2203/651 ,  H04M2250/62

Abstract: A conferencing system is disclosed in which a participant to a conference call can program the embodiment to listen for one or more “keywords” in the conference call. The keywords might be a participant's name or words associated with him or her or words associated with his or her area of knowledge. The embodiments uses speech recognition technology to listen for those words. When the embodiments detects that those words have been spoken, the embodiment alerts the participant—using audible, visual, and/or tactile signals—that the participant's attention to the call is warranted. When the keywords are chosen wisely, the benefit can be great.