公开(公告)号：US20160350702A1

公开(公告)日：2016-12-01

申请号：US15233465

申请日：2016-08-10

Applicant: Avaya Inc.

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

IPC: G06Q10/08 ,  H04W4/04 ,  G06Q30/06 ,  H04H20/53 ,  G05D1/10 ,  B64C39/02 ,  H04L29/12 ,  H04L12/24

CPC classification number: G06Q10/083 ,  B64C39/024 ,  B64C2201/128 ,  B64C2201/141 ,  G01C21/00 ,  G05D1/101 ,  G06Q30/0635 ,  H04H20/53 ,  H04L41/22 ,  H04L61/6022 ,  H04L61/6081 ,  H04W4/043 ,  H04W4/30

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract translation: 向客户交付货物包括人类活动的很大一部分。 为了校正地址错误和/或更精确地定位传送位置，提供系统以帮助人类，人造车辆或自主车辆定位传送点。 通常，交货点的位置不准确或不准确。 GPS和其他坐标系统经常会失败或不精确，而无需无阻碍地观察天空。 即使有可用的坐标，传送点也可能不同于与坐标相关联的邮政地址内的某些标准点的坐标或更常见的坐标。 提供利用广播的标识符（诸如与项目的顺序相关联的标识符）的传送系统，可以使广播的标识符的源接近于广播的标识符的源，或者使用广播的标识符作为参考进一步细化。

公开(公告)号：US20160292204A1

公开(公告)日：2016-10-06

申请号：US14672478

申请日：2015-03-30

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Valentine C. Matula ,  David Skiba

IPC: G06F17/30

CPC classification number: G06F16/3329 ,  G06F16/355

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

Abstract translation: 至少一个社交媒体频道包括可经由通信网络访问的多个用户消息。 经由通信网络从至少一个社交媒体频道检索至少一些所存储的消息，并通过分析所检索的消息来形成或更新常见问题（FAQ）的集合，以形成多个局部问题集群。 每个主题问题集群与多个主题参数中的至少一个主题参数相关联，每个主题参数与产品或服务的使用，安装或维护中的至少一个有关，并且每个主题问题集群包括至少一个问题 由用户社区确定，并至少解决了用户社区确定的问题。 生成或更新的FAQ被上传到用户社区可访问的存储位置。

公开(公告)号：US09456075B2

公开(公告)日：2016-09-27

申请号：US14512622

申请日：2014-10-13

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  David Skiba ,  Valentine C. Matula

IPC: G10L15/00 ,  G10L15/06 ,  G10L19/12 ,  G10L21/00 ,  H04M3/22 ,  H04M3/51 ,  H04M3/36

CPC classification number: H04M3/2227 ,  H04L65/403 ,  H04L65/80 ,  H04M3/2209 ,  H04M3/36 ,  H04M3/5175 ,  H04M7/0072 ,  H04M7/1205 ,  H04M2203/404 ,  H04M2203/406

Abstract: In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.

Abstract translation: 为了检测正在使用的特定编解码器序列，分析基于编解码器序列的信号。 分析信号以确定信号中是否存在图案。 编解码器序列的模式可以是基于特定编解码器序列生成的帧，频率和/或频率范围的唯一模式。 将该模式与一个或多个先前存储的编解码器序列的模式进行比较，以查看是否存在匹配。 如果有匹配，则会生成事件。 例如，如果确定具有差的信号质量的已知编解码器序列正在用于语音呼叫，则可以通知各方该呼叫可能是低质量语音呼叫。

公开(公告)号：US20160182719A1

公开(公告)日：2016-06-23

申请号：US14573898

申请日：2014-12-17

Applicant: Avaya Inc.

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

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract translation: 联络中心的客户经常提供与呼叫相关的信息，用于将呼叫路由到适当的代理。 因此，创建工作项并将其路由到至少部分地被选择为具有与提供的信息相关联的技能的代理。 但是，这些信息往往丢失或错误。 作为代理处理工作项目，工作项目可能会被错误地显示出来，并且如果工作项目的真实性质早已知道，则工作项目将被路由到不同的代理。 对于某些实施例，对错误路由的工作项目进行识别，如果合适，则重新路由到适当的代理进行处理。

公开(公告)号：US20160098663A1

公开(公告)日：2016-04-07

申请号：US14507127

申请日：2014-10-06

Applicant: Avaya Inc.

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

IPC: G06Q10/06 ,  G06Q10/10

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.

Abstract translation: 联络中心不断监测用于处理工作项目的资源（例如人力和自动化代理人）的表现。 具有主要技能的代理接收每个具有与该特定主要技能相关联的属性的工作项流。 然而，代理商通常具有非主要技能，并可作为其他代理人的备份。 相对于非主要技能来测量代理人的技能水平，可以让代理人得分并将其识别为将技能作为主要技能。 选择性地向代理商提供非主要工作项目，并通过这些工作项目监控代理人的绩效提供了一种方法来评估代理人的非主要技能，并使用实际工作项目，而不需要测试资源。

公开(公告)号：US20160034841A1

公开(公告)日：2016-02-04

申请号：US14449620

申请日：2014-08-01

Applicant: AVAYA INC.

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

IPC: G06Q10/06 ,  H04M3/523 ,  H04M3/51

CPC classification number: G06Q10/063112 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/559

Abstract: A contact center, methods, and mechanisms are provided for dynamically assembling a team of resources to handle a work item. The work item is analyzed for any needs and a suitable team of resources is selected based at least partially on those needs. Each of the resources can be reserved and applied to a work item for a duration of time that the work item is being handled. As the workflow associated with the work item progresses, the needs of the work item are reevaluated for any changes that may require a modification to the team of resources. When the changes require modification, the team of resources can be adjusted on the fly to suit the changing needs of the work item.

Abstract translation: 提供了联络中心，方法和机制，用于动态组合一组资源以处理工作项。 根据任何需求分析工作项目，至少部分地基于这些需求选择合适的资源小组。 每个资源可以保留并应用到工作项目一段时间，正在处理工作项。 随着与工作项目相关联的工作进展，对可能需要对资源团队进行修改的任何更改都会重新评估工作项的需求。 当变更需要修改时，资源团队可以随时调整，以适应工作项目不断变化的需求。

公开(公告)号：US20150324805A1

公开(公告)日：2015-11-12

申请号：US14273255

申请日：2014-05-08

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

IPC: G06Q30/00 ,  G06Q50/00 ,  G06Q10/06

Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

Abstract translation: 用户可以在公共社交媒体网站和其他公共论坛上发布问题和问题。 业务的业务或产品可能是该职位的主题。 通过适当培训的系统，企业可以确定另一个社区成员是否可能提供准确，足够和及时的回复。 如果是这样，企业可以避免分配资源来回应这些职位。 但是，如果确定适当的回应不太可能，或者不可能在可接受的时间范围内，业务可以通知代理人提供适当的回应。 作为一个好处，业务可以利用知识渊博的用户社区向其他用户提供帮助，从而不必花费资源。

公开(公告)号：US20150262237A1

公开(公告)日：2015-09-17

申请号：US14609615

申请日：2015-01-30

Applicant: Avaya Inc.

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

IPC: G06Q30/02

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Abstract translation: 企业一直赞赏预测潜在客户需求的优势。 针对非客户的营销活动，没有这种需求的人员，会浪费业务资源，并可能损害企业的声誉。 通过提供用户活动的基于位置的分析，例如通过用户携带的移动设备的选择加入应用，可以向用户提供与业务的商品和/或服务相关的及时的信息的主题 。

公开(公告)号：US20150134325A1

公开(公告)日：2015-05-14

申请号：US14080618

申请日：2013-11-14

Applicant: Avaya Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C Matula

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  H04M3/42382 ,  H04M3/5233 ,  H04M2203/408

Abstract: Contact centers may benefit from routing messages to agents who have similar, or complementary, attributes as the customer of the message. In a text message, certain message attributes provide artifacts that may be common to one particular customer attribute. Messages containing that particular message attribute provide a derived customer attribute and the message routed accordingly. In addition, agents responding to a customer may be provided with guidance to ensure their response is appropriate for the derived customer attribute of the customer.

Abstract translation: 联系中心可能会将消息路由到与消息的客户具有相似或互补属性的代理。 在文本消息中，某些消息属性提供对于特定客户属性可能是共同的工件。 包含该特定消息属性的消息提供派生的客户属性，并且相应地路由消息。 此外，响应客户的代理可以被提供指导，以确保其响应适合于客户的派生客户属性。

公开(公告)号：US20150127558A1

公开(公告)日：2015-05-07

申请号：US14594829

申请日：2015-01-12

Applicant: Avaya Inc.

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

IPC: G06Q30/00 ,  G06Q10/10 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q10/107 ,  G06Q30/02 ,  G06Q50/01 ,  H04L51/32 ,  H04L51/34 ,  H04L67/22 ,  H04M3/5141 ,  H04M2203/655

Abstract: Some social networks provide message histories that record information about previous posts that users make to the social media network. From this information, a contact center determines trends in the usage of a social media network by a user. The contact center can mine the message history database for times, frequency of posts, location of the user during posts, and other information provided in the message histories. From this information or metadata about the messages, the contact center develops trends about the user's postings of messages on social media networks. The contact center can further receive subsequent posts and read metadata related to the subsequent posts. The new metadata can be used to modify the trends over time.

Abstract translation: 一些社交网络提供消息历史记录，用于记录用户对社交媒体网络所做的先前帖子的信息。 根据该信息，联络中心确定用户使用社交媒体网络的趋势。 联络中心可以为消息历史数据库挖掘时间，职位频率，职位期间用户的位置以及消息历史中提供的其他信息。 根据关于消息的这些信息或元数据，联络中心会发布用户在社交媒体网络上发布消息的趋势。 联络中心可以进一步接收后续职位并阅读与后续员额相关的元数据。 新的元数据可以用于随时间修改趋势。