公开(公告)号：US20160125652A1

公开(公告)日：2016-05-05

申请号：US14530885

申请日：2014-11-03

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Dawid Nowak ,  Neil O'Connor

IPC: G06T19/00 ,  H04N13/04 ,  G06F3/01

CPC classification number: G06T19/006 ,  G06F1/163 ,  G06F3/013 ,  H04N13/307

Abstract: Apparatus and method to display worker status for a supervisor, the apparatus including: a frame configured to be coupled to a head of the supervisor; a processor coupled to the frame, the processor configured to render a transparent display of worker status to the supervisor; a position determination module configured to determined a physical location of the frame; a communication module communicatively coupled to the processor and to the position determination module, the communication module configured to wirelessly communicate with a base station; and a gaze detector coupled to the frame and communicatively coupled to the processor, the gaze detector configured to detect a direction of gaze of the supervisor.

Abstract translation: 用于显示主管的工作者状态的装置和方法，所述装置包括：被配置为耦合到所述主管的头部的框架; 处理器，其耦合到所述帧，所述处理器被配置为向所述主管呈现工作者状态的透明显示; 位置确定模块，被配置为确定所述帧的物理位置; 通信模块，其通信地耦合到所述处理器和所述位置确定模块，所述通信模块被配置为与基站无线通信; 以及注视检测器，其耦合到所述框架并且通信地耦合到所述处理器，所述注视检测器被配置为检测所述监督者的凝视方向。

公开(公告)号：US20160080570A1

公开(公告)日：2016-03-17

申请号：US14486001

申请日：2014-09-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51 ,  H04M3/523 ,  G06F17/30 ,  H04L29/08 ,  H04L29/06

CPC classification number: H04M3/5133 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/14 ,  H04L67/22 ,  H04L67/306 ,  H04M3/523 ,  H04M2203/2038 ,  H04M2203/401

Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

Abstract translation: 联系人管理器计算机系统和方法来动态生成聚合上下文信息，包括：监视模块，被配置为：监视与客户的通信会话; 确定客户的一个或多个通信上下文; 确定帮助客户的代理的一个或多个通信上下文; 从客户的一个或多个确定的通信环境中获得客户上下文信息; 从代理的一个或多个确定的通信上下文获得代理上下文信息; 处理器，其耦合到存储器，所述存储器被配置为在所述处理器的控制下存储上下文信息; 聚合上下文信息生成模块，用于从所获得的用户上下文信息和所获得的代理上下文信息生成聚合上下文信息; 推理模块，用于从聚合的上下文信息中创建推理; 以及显示模块，用于显示对代理的推断结果。

公开(公告)号：US20150334233A1

公开(公告)日：2015-11-19

申请号：US14278690

申请日：2014-05-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  John McGreevy ,  Tony McCormack

IPC: H04M3/51 ,  G06F17/30

CPC classification number: H04M3/51 ,  G06F17/3053 ,  G06F17/30864 ,  G06Q10/063114 ,  H04M3/5175 ,  H04M3/5183

Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.

Abstract translation: 提供一种用于确定多模式联络中心中的代理人的占用的方法和系统。 该方法包括由处理器监视由代理同时处理的多个多模式联系人。 对于多个多模式触点的每个触点，可以确定触点的媒体能力，并且可以确定基于媒体能力和代理的一个或多个参数。 基于用于多个多模式接触中的每一个的一个或多个参数的代理的多式联运占用得分。

公开(公告)号：US09167094B2

公开(公告)日：2015-10-20

申请号：US13786804

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Paul D'Arcy

IPC: H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038 ,  H04M2203/403 ,  H04M2242/24

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract translation: 提供代理协助系统，用于在通话期间向联络中心的代理人提供协助。 代理辅助系统包括监视模块，该监视模块被配置为监视来自联络中心的呼叫的参数。 代理辅助系统还包括一个情绪检测器模块，配置成在呼叫期间检测用户的情绪。 代理辅助系统还包括模式匹配模块，其被配置为基于呼叫的参数和用户在呼叫期间的情绪来确定处理呼叫的代理的脚本，其中脚本向代理提供指令以改善处理 的电话。 代理辅助系统还包括脚本发布模块，其被配置为将脚本发布到处理该呼叫的代理。

公开(公告)号：US20150128145A1

公开(公告)日：2015-05-07

申请号：US14072212

申请日：2013-11-05

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  Paul D'Arcy ,  Neil O'Connor ,  Dawid Nowak ,  Tony McCormack

IPC: G06F9/48

CPC classification number: G06Q10/0631 ,  G06F1/3206 ,  G06F1/329 ,  G06F9/5094 ,  G06Q30/016 ,  G06Q50/06 ,  Y02D10/22 ,  Y02D10/24

Abstract: A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed.

Abstract translation: 提供了一种用于自动路由或工作请求的系统。 特别地，提供了一种用于在分布式计算系统中路由工作请求以最小化与操作系统相关联的能量成本的系统。 资源利用模块，被配置为接收资源利用信息; 公开了包括对应于多个计算资源的利用指示的资源利用信息。 此外，能量消耗模块被配置为接收能量消耗信息; 公开了包括与多个计算资源对应的能量消耗的指示的能量消耗信息。 此外，公开了一种路由模块，其被配置为至少部分地基于所接收的利用信息和所接收的能量消耗信息将工作请求路由到所述多个计算资源之一，以最小化所述多个计算资源的能量成本。

公开(公告)号：US08881245B2

公开(公告)日：2014-11-04

申请号：US13630137

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Dara Geary ,  Tony McCormack

IPC: G06F7/04 ,  G06F15/16 ,  G06F17/30 ,  H04L29/06

CPC classification number: G06F21/36

Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.

Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。

公开(公告)号：US20140254776A1

公开(公告)日：2014-09-11

申请号：US13786841

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Dara Geary

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/493 ,  H04M3/5234 ,  H04M2203/556

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。

公开(公告)号：US10609219B2

公开(公告)日：2020-03-31

申请号：US16058284

申请日：2018-08-08

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/523 ,  G06Q30/00 ,  G06Q10/06 ,  H04M3/51

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

公开(公告)号：US10516706B2

公开(公告)日：2019-12-24

申请号：US15679575

申请日：2017-08-17

Applicant: Avaya Inc.

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

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

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：US20190342076A1

公开(公告)日：2019-11-07

申请号：US15970279

申请日：2018-05-03

Applicant: Avaya Inc.

Inventor： Neil O'Connor

IPC: H04L9/06 ,  G06F21/60

Abstract: Executable code, placed into a plurality of computing resources forming a distributed ledger, (e.g., “smart contracts”) are provided to enable communicating between parties without requiring trust or an intermediary, such as a broker or escrow service. Data may be deposited in a secure data storage for access by a party who satisfies the condition of the smart contract. A resource holding the deposited data then activates a link upon receiving an access token, as produced as a result of satisfying the smart contract. The distributed ledger is then updated to enable other parties to see a description of the data and the terms.