公开(公告)号：US20150006610A1

公开(公告)日：2015-01-01

申请号：US13931967

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04L29/08

CPC classification number: H04L67/02 ,  H04L65/103

Abstract: Virtual Web Real-Time Communications (WebRTC) gateways, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing a virtual WebRTC gateway comprises instantiating a virtual WebRTC agent corresponding to a WebRTC client, and instantiating a virtual non-WebRTC agent corresponding to a non-WebRTC client. The method further comprises establishing a WebRTC interactive flow between the virtual WebRTC agent and the WebRTC client, and establishing a non-WebRTC interactive flow between the virtual non-WebRTC agent and the non-WebRTC client. The method also comprises directing a content of the WebRTC interactive flow to the non-WebRTC interactive flow, and a content of the non-WebRTC interactive flow to the WebRTC interactive flow, via the virtual WebRTC agent and the virtual non-WebRTC agent. In this manner, the virtual WebRTC gateway may provide interoperability between otherwise-incompatible WebRTC clients and non-WebRTC clients.

Abstract translation: 本文公开了虚拟Web实时通信（WebRTC）网关以及相关方法，系统和计算机可读介质。 在一个实施例中，提供虚拟WebRTC网关的方法包括实例化与WebRTC客户端相对应的虚拟WebRTC代理，以及实例化与非WebRTC客户端对应的虚拟非WebRTC代理。 该方法还包括在虚拟WebRTC代理和WebRTC客户端之间建立WebRTC交互流，以及在虚拟非WebRTC代理与非WebRTC客户端之间建立非WebRTC交互流。 该方法还包括通过虚拟WebRTC代理和虚拟非WebRTC代理将WebRTC交互流的内容引导到非WebRTC交互流，以及将非WebRTC交互流的内容引导到WebRTC交互流。 以这种方式，虚拟WebRTC网关可以在不兼容的WebRTC客户端和非WebRTC客户端之间提供互操作性。

公开(公告)号：US20140282903A1

公开(公告)日：2014-09-18

申请号：US14050891

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Kundan Singh ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L63/08 ,  H04L61/2575 ,  H04L61/2589 ,  H04L65/1069 ,  H04L65/4046 ,  H04L65/607

Abstract: Embodiments include managing Identity Provider (IdP) identifiers for Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for managing IdPs comprises selecting, by a WebRTC client executing on a computing device, one or more preferred IdP identifiers indicated by one or more preferences from a plurality of IdP identifiers corresponding to a plurality of IdPs for providing identity assertions during an establishment of a WebRTC interactive flow. The method further comprises obtaining one or more identity assertions from respective ones of the plurality of IdPs corresponding to the one or more preferred IdP identifiers. The method also comprises providing, during the establishment of the WebRTC interactive flow, the one or more identity assertions. In this manner, an entity may specify the IdP used for identity authentication, and the number of identity assertions provided during initiation of the WebRTC interactive flow.

Abstract translation: 实施例包括管理用于Web实时通信（WebRTC）交互流的身份提供者（IdP）标识符以及相关方法，系统和计算机可读介质。 在一个实施例中，一种用于管理IdP的方法包括通过在计算设备上执行的WebRTC客户端从由多个IdP对应的多个IdP标识符中选择一个或多个偏好来指示的一个或多个优选的IdP标识符，以提供身份断言 在建立WebRTC交互流程时。 该方法还包括从对应于一个或多个优选的IdP标识符的多个IdP中的相应的IdP获得一个或多个身份断言。 该方法还包括在建立WebRTC交互流程期间提供一个或多个身份断言。 以这种方式，实体可以指定用于身份认证的IdP以及在WebRTC交互流程启动期间提供的身份断言的数量。

公开(公告)号：US20140095633A1

公开(公告)日：2014-04-03

申请号：US13803292

申请日：2013-03-14

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04L12/58

CPC classification number: H04L51/24 ,  H04L51/043 ,  H04L51/12

Abstract: Intelligent notification of requests for real-time online interaction, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for intelligently processing a request for real-time online interaction comprises receiving, by a computing device, a request for real-time online interaction directed to a recipient identifier associated with a recipient device of a recipient and originating from a requestor device of a requestor. The method further comprises determining, by the computing device, an interruption indicator that indicates a recipient activity priority relative to a delivery priority of the request for real-time online interaction. The method additionally comprises delivering a notification of the request for real-time online interaction to the recipient device of the recipient, responsive to the interruption indicator indicating that the delivery priority of the request for real-time online interaction exceeds the recipient activity priority.

Abstract translation: 公开了对实时在线交互的请求的智能通知以及相关方法，系统和计算机可读介质。 在这方面，在一个实施例中，用于智能地处理对实时在线交互的请求的方法包括：由计算设备接收针对与接收者的接收者设备相关联的接收者标识符的实时在线交互的请求 并且来自请求者的请求者设备。 该方法还包括由计算设备确定相对于实时在线交互请求的传递优先级指示接收者活动优先级的中断指示符。 所述方法还包括响应于指示所述实时在线交互请求的传送优先级超过所述接收者活动优先级的所述中断指示符，向所述接收者的所述接收者设备发送所述用于实时在线交互的请求的通知。

公开(公告)号：US11310337B2

公开(公告)日：2022-04-19

申请号：US14585376

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: G06F3/01 ,  G06F3/0484 ,  H04L67/306 ,  G06F3/04895 ,  G06F9/451

Abstract: Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

公开(公告)号：US11068810B2

公开(公告)日：2021-07-20

申请号：US14971592

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jonathan Silverman ,  Cynthia S. Mitchell

IPC: G06Q10/06

Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.

公开(公告)号：US10785371B2

公开(公告)日：2020-09-22

申请号：US14976050

申请日：2015-12-21

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  David Skiba ,  John H. Yoakum

IPC: H04M3/00 ,  H04M3/51

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.

公开(公告)号：US10606920B2

公开(公告)日：2020-03-31

申请号：US14471458

申请日：2014-08-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F17/21 ,  G06F3/01 ,  G06K9/00 ,  G06F21/32 ,  H04W8/18 ,  G06F3/0482 ,  H04N21/435 ,  G10L15/22 ,  G06F3/0488 ,  G06T19/00 ,  G06F17/00

Abstract: Mechanisms for providing text components of a text stream in a display area are disclosed. Text components of a text stream are provided for presentation in a display area of a display. An eye system of a user is concurrently analyzed while providing the text components for presentation in the display area. Based on analyzing the eye system, a stream control command that requests a change in a characteristic of the presentation of the text components is determined. In response to the stream control command, the presentation of the text components is altered in accordance with the stream control command.

公开(公告)号：US20200045092A1

公开(公告)日：2020-02-06

申请号：US16599185

申请日：2019-10-11

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  John H. Yoakum ,  Paul D'Arcy

IPC: H04L29/06 ,  H04M3/523 ,  H04M3/51 ,  H04L29/08 ,  H04L12/58 ,  H04M7/00 ,  H04M3/42

Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.

公开(公告)号：US10263952B2

公开(公告)日：2019-04-16

申请号：US14068839

申请日：2013-10-31

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Alan B. Johnston

IPC: G06F15/16 ,  H04L29/12 ,  G06F17/30 ,  H04L29/06 ,  H04L29/08

Abstract: Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed.

公开(公告)号：US10164929B2

公开(公告)日：2018-12-25

申请号：US13803292

申请日：2013-03-14

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F15/16 ,  G06N5/02 ,  H04L9/32 ,  H04L12/58

Abstract: Intelligent notification of requests for real-time online interaction, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for intelligently processing a request for real-time online interaction comprises receiving, by a computing device, a request for real-time online interaction directed to a recipient identifier associated with a recipient device of a recipient and originating from a requestor device of a requestor. The method further comprises determining, by the computing device, an interruption indicator that indicates a recipient activity priority relative to a delivery priority of the request for real-time online interaction. The method additionally comprises delivering a notification of the request for real-time online interaction to the recipient device of the recipient, responsive to the interruption indicator indicating that the delivery priority of the request for real-time online interaction exceeds the recipient activity priority.