公开(公告)号：US20160314286A1

公开(公告)日：2016-10-27

申请号：US14955225

申请日：2015-12-01

Applicant: Avaya Inc.

Inventor： Manish Dusad ,  Ping Lin ,  Gordon Brunson ,  Mark Mackenzie ,  Navjot Singh ,  Geoff Baskwill

IPC: G06F21/12 ,  H04W12/06 ,  H04L29/06

CPC classification number: G06F21/121 ,  G06F2221/2141 ,  H04L63/08 ,  H04L63/083 ,  H04L63/0838 ,  H04W12/06

Abstract: An indication of a change in a right to use a service or feature is received. For example, this can be based on an administrator granting access to a previously installed service or feature. In response, a notification is sent to a user of the change of the right to use the service or feature. The notification requests the user to provide a credential to approve the change of the right to use the service or feature. For example, a link may be provided in an email or text message that the user can click on to provide a password/user name. The credential is received and verified. In response to validating the credential, access is allowed according to the change of the right to use the service or feature. The user then has access to the service/feature without the administrator having to know the user's credential.

Abstract translation: 收到使用服务或功能的权利发生变化的指示。 例如，这可以基于授予对先前安装的服务或功能的访问权限的管理员。 作为响应，向用户发送对使用该服务或特征的权利的更改的通知。 该通知请求用户提供凭证来批准更改使用该服务或功能的权利。 例如，可以在用户可以点击以提供密码/用户名的电子邮件或文本消息中提供链接。 获得并验证凭证。 响应验证凭证，根据使用该服务或功能的权利的更改，允许访问。 用户然后可以访问服务/功能，而管理员不必知道用户的凭据。

公开(公告)号：US20160308915A1

公开(公告)日：2016-10-20

申请号：US14691253

申请日：2015-04-20

Applicant: Avaya Inc.

Inventor： Mehmet C. Balasaygun ,  Gordon R. Brunson ,  Joel M. Ezell ,  Eric D. Cooper ,  Rifaat Shekh-Yusef

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1069 ,  H04L65/1096

Abstract: A communication device sends a Session Initiation Protocol (SIP) INVITE message to establish a call. In response, the call is forked. For example, in parallel forking, the SIP INVITE may be sent to two different communication devices. The forking causes each communication device to send at least one provisional response message. In this case, first and second SIP provisional response messages are received that include Session Description Protocol (SDP) information for a media stream. A first media stream associated with one of the first or second SIP provisional response messages is received and played. A second media stream associated with the other one of the first or second SIP provisional response messages is received within a first time period. In response to receiving the second media stream within the first time period, the first media stream is discarded and the second media stream is played.

Abstract translation: 通信设备发送会话发起协议（SIP）INVITE消息以建立呼叫。 作为回应，呼叫被分叉。 例如，在并行分支中，SIP INVITE可以被发送到两个不同的通信设备。 分叉使每个通信设备发送至少一个临时响应消息。 在这种情况下，接收包括媒体流的会话描述协议（SDP）信息的第一和第二SIP临时响应消息。 与第一或第二SIP临时响应消息之一相关联的第一媒体流被接收和播放。 与第一或第二SIP临时响应消息中的另一个相关联的第二媒体流在第一时间段内被接收。 响应于在第一时间段内接收到第二媒体流，丢弃第一媒体流并播放第二媒体流。

公开(公告)号：US20160299807A1

公开(公告)日：2016-10-13

申请号：US14681488

申请日：2015-04-08

Applicant: Avaya Inc.

Inventor： Jason Tanabe ,  Ron Gagnier ,  Justin Baltazor ,  Marcel Naegelkraemer ,  Tim Rahrer ,  Geoff Baskwill ,  Jason Milley

IPC: G06F11/07 ,  G06F3/0484

CPC classification number: G06F11/32 ,  G06F11/00 ,  G06F11/0742 ,  G06F11/0766

Abstract: Mechanisms are provided herein which accommodate the handling of multiple service errors on a service exception handling display. In particular, when a single and/or multiple service errors are present, a user interface of the communication device can provide a dynamic exceptions view for simple management and control of the one or more service errors received. The service errors can be resolved independently and a manner most productive with a user while improving user experience.

Abstract translation: 本文提供了适应在服务异常处理显示器上处理多个服务错误的机制。 特别地，当存在单个和/或多个服务错误时，通信设备的用户界面可以提供用于对所接收的一个或多个服务错误的简单管理和控制的动态异常视图。 可以独立地解决服务错误，并且在提高用户体验的同时提高用户效率。

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：US20160295018A1

公开(公告)日：2016-10-06

申请号：US14672409

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Neil O'CONNOR ,  Tommy MORAN ,  Seamus HAYES ,  Paul D'ARCY

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract translation: 方法和系统自动优化代理时间。 由传送装置执行的方法包括监视由联络中心的代理使用的代理装置与用户使用的用户装置之间的通信会话。 通信会话包括代理产生的第一通信和用户生成的第二通信。 该方法包括确定通信会话将何时从代理设备传送到联络中心的自动化系统。 自动化系统被配置为通过为第二通信产生第三通信来执行通信会话。 该方法包括在确定要传送的通信会话被配置为将通信会话从代理设备自动传送到自动系统时生成控制信号。

公开(公告)号：US20160294980A1

公开(公告)日：2016-10-06

申请号：US14746987

申请日：2015-06-23

Applicant: Avaya Inc.

Inventor： Luciano Godoy Fagundes

IPC: H04L29/08 ,  H04L12/24

CPC classification number: H04L67/34 ,  H04L67/327

Abstract: A common vendor application that can be called from multiple vendor applications is loaded onto a communication device. When the common vendor application is called from an application provided by a vendor, the common vendor application sends a request to access vendor configuration information to a common vendor server. The request includes a vendor identifier that uniquely identifies the vendor. In response to receiving the request to access the vendor configuration information, the common vendor server identifies vendor configuration information for the vendor. The vendor configuration information is sent the common vendor application on the communication device. The common vendor application uses the vendor configuration information to customize the common vendor application specific to the vendor. This allows multiple vendors to use the same common vendor application, but to have a common look-and-feel. It also reduces the number of applications necessary to support multiple vendors.

Abstract translation: 可以从多个供应商应用程序调用的通用供应商应用程序被加载到通信设备上。 当从供应商提供的应用程序调用公用供应商应用程序时，公共供应商应用程序向公共供应商服务器发送访问供应商配置信息的请求。 请求包括唯一标识供应商的供应商标识符。 响应于接收到访问供应商配置信息的请求，公共供应商服务器识别供应商的供应商配置信息。 供应商配置信息被发送到通信设备上的公共供应商应用。 公共供应商应用程序使用供应商配置信息来定制特定于供应商的通用供应商应用程序。 这允许多个供应商使用相同的通用供应商应用程序，但具有共同的外观和感觉。 它还减少了支持多个供应商所需的应用程序数量。

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：US20160277576A1

公开(公告)日：2016-09-22

申请号：US14664363

申请日：2015-03-20

Applicant: Avaya Inc.

Inventor： Adrian Ryan ,  Dara Geary ,  William Meaney ,  Patrick Crowley ,  Edel Kelly

IPC: H04M3/51

Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

Abstract translation: 在客户和联络中心之间的电话呼叫中提供客户反馈的系统和方法，所述方法包括：在所述电话呼叫中监视来自所述客户的音频媒体流，检测所监视的双音多频（DTMF）反馈码 媒体流，以及从检测到的反馈代码分配反馈等级。

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。