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公开(公告)号：US20220006976A1
公开(公告)日：2022-01-06
申请号：US17475679
申请日：2021-09-15
Applicant: Avaya Inc.
Inventor： John F. Buford , Mehmet C. Balasaygun , Keith Ponting , Wendy Holmes
IPC: H04N7/15 , G06K9/00 , H04N7/14 , G11B27/036
Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.
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公开(公告)号：US20210359859A1
公开(公告)日：2021-11-18
申请号：US17444093
申请日：2021-07-30
Applicant: Avaya Inc.
Inventor： Rifaat Shekh-Yusef , Gregory Pelton
Abstract: Systems and methods for detecting misuse of devices comprising: receiving, from a device, a message comprising a first hash of device data that is indicative of a current device location and usage; generating a second hash of stored data, the stored data being based on an expected location and usage associated with the device; comparing the first and second hashes; and when the first and second hashes do not match, generating an alert.
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公开(公告)号：US11140359B2
公开(公告)日：2021-10-05
申请号：US16287697
申请日：2019-02-27
Applicant: Avaya Inc.
Inventor： John F. Buford , Mehmet C. Balasaygun , Keith Ponting , Wendy Holmes
IPC: H04N7/15 , H04N7/14 , G11B27/036 , G06K9/00
Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.
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公开(公告)号：US11134142B2
公开(公告)日：2021-09-28
申请号：US16148534
申请日：2018-10-01
Applicant: Avaya Inc.
IPC: H04W4/14 , H04M1/27457 , G06F16/335 , H04M1/2746
Abstract: A request to identify a person is received from a user. For example the user may say “Find me the name of a person who sent me an email regarding Project X last week.” The request is to identify the person in order to establish an electronic communication session with the identified person. The request is parsed to identify one or more filtering criteria. One or more electronic record stores are determined based on the one or more filtering criteria. For example, specific devices on a network are identified. The one or more electronic record stores are searched using the one or more filtering criteria to create a filtered list of persons. The filtered list of persons is displayed on a first communication device in a simplified user interface. The simplified user interface dramatically reduces the time and steps necessary to identify the person and establish the communication session.
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公开(公告)号：US11115526B2
公开(公告)日：2021-09-07
申请号：US16929274
申请日：2020-07-15
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Pushkar Yashavant Deole , Sandesh Chopdekar , Sadashiv Vamanrao Deshmukh
Abstract: Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
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Patent Agency Ranking
公开(公告)号：US11108911B2
公开(公告)日：2021-08-31
申请号：US16230516
申请日：2018-12-21
Applicant: Avaya Inc.
Inventor： Harsh V Mendiratta , Tibor Lukac
Abstract: A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.
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公开(公告)号：US11108811B2
公开(公告)日：2021-08-31
申请号：US15877140
申请日：2018-01-22
Applicant: Avaya Inc.
Inventor： Dragan Grebovich
Abstract: At least one example embodiment is directed to a method of preventing a denial of service attack on a network that includes receiving a request from a first entity to initiate a blockchain operation on behalf of the first entity and a second entity; and generating, in response to receiving the request, a prompt including at least one condition that is associated with the blockchain operation. The method includes sending a first message that includes the prompt to the first entity; and receiving a second message that includes an indication of whether the at least one condition has been satisfied or is authorized to be satisfied. The method includes determining whether the request from the first entity is attempting the denial of service attack or is issuing a legitimate request, and facilitating the blockchain operation upon satisfaction of the at least one condition.
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公开(公告)号：US20210266404A1
公开(公告)日：2021-08-26
申请号：US17314778
申请日：2021-05-07
Applicant: Avaya Inc.
Inventor： Niraj Riswadkar , Salil Dhawan , Mayura Nene
Abstract: A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
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公开(公告)号：US11093590B2
公开(公告)日：2021-08-17
申请号：US15086388
申请日：2016-03-31
Applicant: Avaya Inc.
Inventor： George Erhart , David Skiba , Valentine C. Matula
Abstract: Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).
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公开(公告)号：US11082466B2
公开(公告)日：2021-08-03
申请号：US14137544
申请日：2013-12-20
Applicant: Avaya, Inc.
Inventor： Gordon R. Brunson
Abstract: Provided herein are system and methods whereby a speaker in a webconference may take control of a pointer that is visible to other participants of the webconference. Speaker detection identifies the speaker, or “active talker,” and then provides, or offers, pointer control to the detected speaker. The speaker may then be able to utilize their client device's input device, such as a mouse, touchpad, or other pointer control mechanism to control a common pointer visible to the other participants of the webconference. The a host of the webconference maintains control of the other aspects of the webconference, as well, administrative control of the pointer and may, for example, rescind pointer assignment given to a particular “active talker.”
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