公开(公告)号：US20160381224A1

公开(公告)日：2016-12-29

申请号：US15262994

申请日：2016-09-12

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51

Abstract: A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的接触中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。

公开(公告)号：US20160379153A1

公开(公告)日：2016-12-29

申请号：US14748400

申请日：2015-06-24

Applicant: Avaya Inc.

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

IPC: G06Q10/06

CPC classification number: G06Q10/063114 ,  G06Q10/063116

Abstract: Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent's health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent's performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent's health. Work tasks are then routed to agents accordingly.

Abstract translation: 许多因素可能影响联络中心的运作，特别是使用人体的联络中心。 代理人的健康状况可能被用作对特定任务的绩效预测。 提供传感器收集健康数据。 然后可以将数据聚合成长期健康趋势，其可以被确定为指示代理的性能的改变是可能的，并且可以允许联络中心重新分配任务和/或其他资源以适应性能的变化 减轻代理人健康状况变化的影响。 然后，工作任务将相应地路由到代理。

公开(公告)号：US20160378956A1

公开(公告)日：2016-12-29

申请号：US14750305

申请日：2015-06-25

Applicant: Avaya Inc.

Inventor： Vijaykumar V. Borkar ,  Saurabh Sule

IPC: G06F21/10 ,  H04L29/06 ,  H04L29/08

CPC classification number: G06F21/10 ,  G06F21/606 ,  H04L63/20 ,  H04L67/06

Abstract: An access gateway monitors a communication session to a first host for commands entered by a user. For example, commands entered in a command line terminal by the user. When a command is received, the access gateway receives information about an effect caused by the command on the first host. The access gateway determines if the effect results in an attempt to establish a communication session between the first host and a second host. For example, to copy files from the second host. In response to determining that the effect results in an attempt to establish a communication session between the first host and the second host, an action is generated. For example, the action may be to block the attempt to establish the communication between the first host and the second host.

Abstract translation: 访问网关监视与用户输入的命令到第一主机的通信会话。 例如，用户在命令行终端中输入的命令。 当接收到命令时，接入网关接收到由第一主机上的命令引起的影响的信息。 接入网关确定该效果是否导致尝试在第一主机和第二主机之间建立通信会话。 例如，从第二个主机复制文件。 响应于确定该效果导致尝试在第一主机和第二主机之间建立通信会话，产生动作。 例如，该动作可以是阻止建立第一主机和第二主机之间的通信的尝试。

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：US20160374094A1

公开(公告)日：2016-12-22

申请号：US14740486

申请日：2015-06-16

Applicant: Avaya Inc.

Inventor： Oren Bakshe ,  Eyal Sayar ,  Gal Keren ,  Ori Modai

IPC: H04W72/04 ,  H04W24/10

CPC classification number: H04W72/0493 ,  H04W24/10 ,  H04W28/22

Abstract: Embodiments disclosed herein provide systems and methods for optimizing channel bandwidth usage in a communication network from a sender. In a particular embodiment, a method provides transmitting first data on a first data channel from the sender to a receiver at a first rate that does not exceed an available amount of bandwidth on the communication network. The method further provides determining that the first data channel is attempting to transmit at a second rate that is higher than the first rate. Also, the method provides continuing to transmit the first data on the first data channel while increasing from the first rate to the second rate in increments until either the second rate is achieved or the available amount of bandwidth is reached.

Abstract translation: 本文公开的实施例提供了用于优化来自发送者的通信网络中的信道带宽使用的系统和方法。 在特定实施例中，一种方法提供了以不超过通信网络上的可用带宽量的第一速率从第一数据信道发送从发送方到接收方的第一数据。 该方法还提供确定第一数据信道正试图以高于第一速率的第二速率发送。 此外，该方法提供了继续在第一数据信道上发送第一数据，同时以增量从第一速率增加到第二速率，直到达到第二速率或达到可用的带宽量。

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。

公开(公告)号：US20160352903A1

公开(公告)日：2016-12-01

申请号：US14722512

申请日：2015-05-27

Applicant: Avaya Inc.

Inventor： Ananda HP ,  Sumit Bijwe

IPC: H04M3/51 ,  H04M3/48 ,  H04M3/428

CPC classification number: H04M3/5191 ,  H04M3/428 ,  H04M3/4286 ,  H04M3/48 ,  H04M3/51 ,  H04M7/127 ,  H04M2201/14 ,  H04M2203/352 ,  H04M2203/404 ,  H04M2203/5027

Abstract: Placing a call on hold provides advantages to the party initiating the hold. The party may engage in another call or perform another action and return to the call when convenient, provided the party placed on hold is still on the call. The party on hold monitors the inactive call and waits until the call is reactivated. The party on hold is provided with a means to alert the other party via a session initiation protocol (SIP) message formatted as a ring-ping message. The message is sent to the party who placed the call on hold and the user's device activates an indicator, such as to alert the holding party that the held party wishes to re-engage the call. If the holding party does not un-hold the call or otherwise acknowledge the ring-ping indicator, another action can be initiated, such as by inviting another party to join the call.

Abstract translation: 拨打电话给发起举行的一方提供了优势。 派对可以进行另一个呼叫或执行另一个动作，并在方便的情况下返回该呼叫，只要该方保持挂起仍然在通话中。 保持方监听不活动的呼叫，并等待直到呼叫重新激活。 提供保持方提供了一种通过格式化为响铃消息的会话发起协议（SIP）消息来提醒对方的方法。 该消息被发送给保持呼叫的一方，并且该用户的设备激活一个指示符，例如向被叫方提醒被叫方希望重新接入该呼叫。 如果持有方不取消保留呼叫或以其他方式确认响铃指示符，则可以启动另一个操作，例如通过邀请另一方加入呼叫。

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：US20160323498A1

公开(公告)日：2016-11-03

申请号：US14702283

申请日：2015-05-01

Applicant: Avaya Inc.

Inventor： Anjur Sundaresan Krishnakumar ,  Shalini Yajnik

IPC: H04N5/232 ,  H04W4/02 ,  H04W64/00

CPC classification number: H04N5/23206 ,  G08B13/19684 ,  H04N5/23293 ,  H04N7/15 ,  H04N7/18 ,  H04W4/027

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for intelligently presenting surveillance information on a mobile device. In a particular embodiment, a method provides receiving video streams each comprising video captured of a location of a premises under surveillance. The method further provides determining a device location of the mobile device in the premises and selecting at least one video stream of the video streams based on the device location and the location captured in the video of each video stream. The method also provides transferring the at least one video stream to the mobile device.

Abstract translation: 本文公开的实施例提供了用于在移动设备上智能呈现监视信息的方法，系统和计算机可读存储介质。 在特定实施例中，一种方法提供接收视频流，每个视频流都包括被监视的房屋位置的视频。 该方法进一步提供确定在房屋内的移动设备的设备位置，并且基于设备位置和在每个视频流的视频中捕获的位置来选择视频流的至少一个视频流。 该方法还提供将至少一个视频流传送到移动设备。