公开(公告)号：US20140189533A1

公开(公告)日：2014-07-03

申请号：US13731032

申请日：2012-12-30

Applicant: AVAYA INC.

Inventor： Michael Krack ,  Jai Pugalia ,  Jeffrey Wong ,  Wayne Wong ,  Lee Shero

IPC: G06F3/048

CPC classification number: G06F3/0481

Abstract: A dynamic notification system for managing notifications on a user device is provided. The dynamic notification system includes a monitor module for monitoring user's interactions with previous notifications on the user device. The dynamic notification system further includes an order module for dynamically determining an order of display for notifications based on the user's interactions with the previous notifications. The dynamic notification system further includes a display module for displaying the notifications based on the determined order. The dynamic notification system also includes a customization module that allows a user to customize the order of display for notifications based upon a source or application associated with a notification.

Abstract translation: 提供用于管理用户设备上的通知的动态通知系统。 动态通知系统包括用于监视用户与用户设备上的先前通知的交互的监视器模块。 动态通知系统还包括一个订单模块，用于基于用户与先前通知的交互来动态地确定通知的显示顺序。 动态通知系统还包括用于基于确定的顺序显示通知的显示模块。 动态通知系统还包括定制模块，其允许用户基于与通知相关联的源或应用来定制用于通知的显示顺序。

公开(公告)号：US10164977B2

公开(公告)日：2018-12-25

申请号：US15354816

申请日：2016-11-17

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  David Chavez ,  Michael Krack

IPC: H04L29/06

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

公开(公告)号：US09621722B2

公开(公告)日：2017-04-11

申请号：US14516177

申请日：2014-10-16

Applicant: Avaya Inc.

Inventor： Michael Krack ,  Jeffrey Wong ,  Wayne Wong ,  Jai Pugalia

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/436 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/4365 ,  H04M3/42042 ,  H04M3/436 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/523 ,  H04M2203/6045

Abstract: In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.

公开(公告)号：US09473632B2

公开(公告)日：2016-10-18

申请号：US14469627

申请日：2014-08-27

Applicant: Avaya Inc.

Inventor： Yolanda Schwartz ,  Shmuel Shaffer ,  Michael Krack ,  Aaron Lepold

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/4217 ,  H04M3/5166 ,  H04M2203/357

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。

公开(公告)号：US20140380423A1

公开(公告)日：2014-12-25

申请号：US13924788

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Wayne Wong ,  Rahul Buddhisagar ,  Michael Krack ,  Jeffrey Wong ,  Jai Pugalia ,  Lee Shero

IPC: H04L29/06

CPC classification number: H04L63/08

Abstract: An authorization system for dynamically awarding permissions to a requestor for performing an action, based on real-time monitored statistics of the requestor. The authorization system comprises a processor and a memory. The memory further comprises a status database for storing real-time information corresponding to the requestor, and a rules database for storing rules to enable the authorization system in determining permissions for various requestors' requests to perform the action. Additionally, the memory includes a status determining module for determining status-data related to the requestor, and a permission awarding module to evaluate the status-data with a dynamically selected set of rules for awarding permission to a requestor's request. The memory further includes a risk estimation module for calculating risk associated in awarding the permission, and an action triggering module for triggering an associated action based on the calculated risk.

Abstract translation: 授权系统，用于根据请求者的实时监控统计动态地授予请求者执行操作的权限。 授权系统包括处理器和存储器。 存储器还包括用于存储与请求者相对应的实时信息的状态数据库，以及用于存储规则的规则数据库，以使得授权系统能够确定各种请求者执行该动作的请求的权限。 此外，存储器包括用于确定与请求者相关的状态数据的状态确定模块，以及权限授予模块，用于使用动态选择的一组规则来评估状态数据，以便向请求者的请求授予许可。 存储器还包括用于计算授予许可的相关风险的风险估计模块和用于基于所计算的风险触发相关联的动作的动作触发模块。