公开(公告)号：US10477018B2

公开(公告)日：2019-11-12

申请号：US15847110

申请日：2017-12-19

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Amit Mishra ,  Joel Ezell

IPC: H04M3/51 ,  G06N7/00 ,  G06Q10/10

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

公开(公告)号：US20180351875A1

公开(公告)日：2018-12-06

申请号：US15613841

申请日：2017-06-05

Applicant: AVAYA INC.

Inventor： Amit Mishra ,  Joel Ezell ,  Thorsten Ohrstrom Sandgren

IPC: H04L12/927 ,  H04L12/24

Abstract: Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

公开(公告)号：US20170026424A1

公开(公告)日：2017-01-26

申请号：US15284125

申请日：2016-10-03

Applicant: Avaya Inc.

Inventor： Thorsten Ohrstrom Sandgren ,  Amit Mishra

IPC: H04L29/06

CPC classification number: H04L65/1069 ,  H04L65/1006 ,  H04L65/1046 ,  H04L65/105 ,  H04L65/403

Abstract: During a Session Initiation Protocol dialog setup, a media gateway or container executes or initiates two or more applications that provide features during a conference call. The applications are applied to messages or data in the conference call based on a sequence order established during the setup of the conference call. The sequence order and the application identities are stored in a shared database. When a failure occurs during the conference call, the applications are reestablished in the reconstructed or reestablished conference call. The application reconstruction includes reinitiating the applications with the same sequence as previously established before the failure. As such, the user has the same features applied in the same way before and after the failure, which improves the systems performance and expected operation.

Abstract translation: 在会话启动协议对话框设置期间，媒体网关或容器在电话会议期间执行或发起提供功能的两个或多个应用程序。 应用程序应用于电话会议中的消息或数据，基于在电话会议设置期间建立的顺序顺序。 序列顺序和应用程序标识存储在共享数据库中。 在电话会议期间发生故障时，应用程序在重建或重新建立的电话会议中重新建立。 应用程序重建包括以与先前在故障之前建立的顺序相同的顺序重新启动应用程序。 因此，用户具有在故障之前和之后以相同方式应用的相同特征，这改善了系统的性能和预期的操作。

公开(公告)号：US11750528B2

公开(公告)日：2023-09-05

申请号：US15613841

申请日：2017-06-05

Applicant: AVAYA INC.

Inventor： Amit Mishra ,  Joel Ezell ,  Thorsten Ohrstrom Sandgren

IPC: H04L47/80 ,  H04L47/70

CPC classification number: H04L47/805 ,  H04L47/70 ,  H04L47/803

Abstract: Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

公开(公告)号：US20190235882A1

公开(公告)日：2019-08-01

申请号：US15881311

申请日：2018-01-26

Applicant: Avaya Inc.

Inventor： Amit Mishra ,  Barry O'Brien

IPC: G06F9/445 ,  G06F11/20 ,  G06F13/20 ,  G06F17/30

Abstract: A system provides a listener application which can be notified about specific ports used by specific instances of a Web Socket application. A Web Socket application opens multiple dynamic ports in certain scenarios with a dynamic context. When an application is executed, a listener application is made aware of the context and port information. A system rewrites a reverse proxy configuration on the fly so that any request coming into the reverse proxy will read the change and assign the correct port. A notification to the listener is received across multiple nodes, and the configuration can be updated on all nodes based on the data provided in the configuration.

公开(公告)号：US20190191031A1

公开(公告)日：2019-06-20

申请号：US15847110

申请日：2017-12-19

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Amit Mishra ,  Joel Ezell

IPC: H04M3/51

CPC classification number: H04M3/5158 ,  G06N7/005 ,  G06Q10/10 ,  H04M3/5141 ,  H04M3/5191 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/558

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

公开(公告)号：US20180006772A1

公开(公告)日：2018-01-04

申请号：US15702238

申请日：2017-09-12

Applicant: Avaya Inc.

Inventor： Amit Mishra ,  Srinivasan Narayanan ,  Anand Paithankar

IPC: H04L1/18 ,  H04L12/18 ,  H04L29/06 ,  G06F11/14 ,  H04N7/15 ,  H04M3/56

CPC classification number: H04L1/1867 ,  G06F11/1443 ,  H04L12/1818 ,  H04L65/1069 ,  H04L65/403 ,  H04L65/80 ,  H04M3/567 ,  H04N7/15

Abstract: A conference system is provided with enhanced settings capabilities. A controller can poll for settings at each endpoint in a conference system and be able via the video stream to selectively display and compare settings among the endpoints. One location can push its settings to one or more locations to overcome failures or degradation in the conference. The settings between different controllers may be rationalized via a common denominator method or tabular method to build a knowledge of how to configure conferences and to automate responses to problems.