公开(公告)号：US20170148036A1

公开(公告)日：2017-05-25

申请号：US14951224

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q30/02 ,  H04M3/51 ,  G06Q50/00

CPC classification number: G06Q30/0201 ,  G06Q50/01 ,  H04M3/5166 ,  H04M2203/655

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.

公开(公告)号：US20170098282A1

公开(公告)日：2017-04-06

申请号：US14873507

申请日：2015-10-02

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q50/00 ,  G06Q30/00

CPC classification number: G06Q50/01 ,  G06Q30/016

Abstract: Customers may use a number of channels to communicate with a business or other organization. If a customer initially posts an issue on social media and, before seeing a response, initiates a communication via a different channel (e.g., telephone call, email, etc.) to address the same issue, duplicative efforts may be reduced or eliminated. The customer is identified as being associated with the social media post and background information may be extracted from the social media post. If the issue is addressed on the social media site, the customer is notified, even if they are presently engaged in the communication via the different channel. If the customer is satisfied with the response, they may discontinue the communication via the different channel. If the customer is not satisfied, an agent may be assigned based, at least in part, on information gained from the social media website.

公开(公告)号：US20160105566A1

公开(公告)日：2016-04-14

申请号：US14512087

申请日：2014-10-10

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M3/56 ,  H04L12/58

CPC classification number: H04M3/565 ,  H04L12/1827 ,  H04L51/04

Abstract: Questions are received for a conference call. The questions are submitted electronically, such as by email or Instant Messaging (IM). The questions can be submitted before and/or during the conference call. The questions are clustered into one or more similar categories. The clustered questions are sent to participants of a conference. For example, the questions can be sent to a presenter of the conference call as an agenda to follow for a question and answer section of the conference call. Likewise, the questions may also be sent to the conference participants as an agenda of the question and answer section of the conference call. The presenter can discuss the questions with the conference participants based on the categorization of the submitted questions.

Abstract translation: 收到电话会议的问题。 这些问题以电子方式提交，例如通过电子邮件或即时消息（IM）。 问题可以在电话会议之前和/或会议期间提交。 问题集中在一个或多个类似的类别中。 聚集的问题被发送给会议的参与者。 例如，可将问题发送给电话会议的主持人作为电话会议的问答部分的议程。 同样，这些问题也可以作为电话会议的问答部分的议程发送给会议参与者。 演讲者可以根据提交的问题的分类与会议参与者讨论问题。

公开(公告)号：US20150381803A1

公开(公告)日：2015-12-31

申请号：US14318376

申请日：2014-06-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: H04M3/428 ,  G06Q50/00 ,  H04M3/42

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：US20150381674A1

公开(公告)日：2015-12-31

申请号：US14319107

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06 ,  G06F3/16 ,  H04L29/08 ,  G06F3/0482

CPC classification number: H04L65/4053 ,  G06F3/0482 ,  G06F3/167 ,  H04L65/1069 ,  H04L65/1096 ,  H04L65/608 ,  H04L67/141 ,  H04M3/493 ,  H04M3/5166 ,  H04N21/2541

Abstract: Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device.

Abstract translation: 描述了在被配置为在端点之间建立交互式实时通信会话的通信系统中有效分配端口和带宽的技术。 在服务器处从请求者端点设备接收请求以发起需要访问交互式会话资源的交互式实时通信语音和/或视频会话。 在一个实施例中，通信系统是联络中心，交互式会话资源是可用的联络中心代理。 在交互式会话资源的可用性之前，请求者被分配一个队列中的地方或以其他方式调度以接收对该交互式会话资源的访问。 同时，在服务器和请求者的端点设备之间建立数据通道。 可以包括可执行程序和/或用于使端点设备模拟主动保持话音连接周期的信息的资源被下载到端点设备。

公开(公告)号：US11568426B2

公开(公告)日：2023-01-31

申请号：US14951224

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: G06Q30/02 ,  G06Q50/00 ,  H04M3/51

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to check into a virtual venue. The caller may then be known, via an associated social media identity, to the contact center. The virtual venue may then receive access to comments and other posts, such as endorsements, provided by connects to the social media identity and process the call in accordance with the sentiment or utilize the social media network for post-call follow-up.

公开(公告)号：US20190287077A1

公开(公告)日：2019-09-19

申请号：US16434322

申请日：2019-06-07

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/10 ,  G06F16/60 ,  G06F16/50

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.

公开(公告)号：US20170149972A1

公开(公告)日：2017-05-25

申请号：US14951196

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to provide a social media identity. The social media identity may or may not have an affinity with an organization on the social media website. If not, the caller is provided with the opportunity to establish the affinity. If the caller does establish the affinity, the call may be identified as having a positive sentiment or negative sentiment if the caller does not do so. The call, or future calls, with the caller may then be processed accordingly.

公开(公告)号：US20170149971A1

公开(公告)日：2017-05-25

申请号：US14951030

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/51 ,  H04M3/523 ,  G06Q50/00

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.

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。