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公开(公告)号：US10862929B2
公开(公告)日：2020-12-08
申请号：US16599185
申请日：2019-10-11
Applicant: Avaya Inc.
Inventor： Neil O'Connor , John H. Yoakum , Paul D'Arcy
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.
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公开(公告)号：US10356242B2
公开(公告)日：2019-07-16
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US10270914B2
公开(公告)日：2019-04-23
申请号：US14302779
申请日：2014-06-12
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Paul D'Arcy
Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.
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公开(公告)号：US09549070B2
公开(公告)日：2017-01-17
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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15.发明授权System for optimizing the monetization of outgoing video sessions of a contact center 有权用于优化联络中心传出视频会话获利的系统公开(公告)号：US09503680B1
公开(公告)日：2016-11-22
申请号：US14757616
申请日：2015-12-23
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Liam Loftus , Paul D'Arcy , Paul Kelly , Sean Burke
CPC classification number: H04M3/5231 , G06Q30/00 , H04L12/1813 , H04L12/1822 , H04L51/10 , H04L65/602 , H04L65/608 , H04M3/5183 , H04M2203/252 , H04N7/147 , H04N7/152
Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.
Abstract translation: 提供来自联络中心的代理的视频会话包括由联络中心服务器发起与客户计算机的交互式视频会话，该交互式视频会话包括发送到客户计算机的第一视频流和具有图像大小的第一视频流 。 交互式视频会话还包括在第一视频流内插入代理视频部分，代理视频部分占据图像大小的第一部分; 向代理计算机提供与所述交互式视频会话的主题相关的脚本; 以及在所述第一视频流内插入自动化; 自动化占据图像尺寸的第二部分。 从客户计算机接收到与自动化相互作用的输入; 并根据输入，修改提供给代理计算机的脚本。
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Patent Agency Ranking
公开(公告)号：US20160127556A1
公开(公告)日：2016-05-05
申请号：US14533407
申请日：2014-11-05
Applicant: Avaya Inc
Inventor： Desmond Kirrane , Paul D'Arcy , Tony McCormack
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M2203/2038
Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
Abstract translation: 公开了一种用于在企业中为至少一个通信会话选择至少一个代理的代理选择器计算机系统。 代理选择器计算机系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 代理选择器计算机系统还包括代理列表生成模块，用于基于所述一个或多个被监视的参数生成至少一个代理列表。 代理选择器计算机系统还包括代理选择模块，用于从至少一个用户接收一个或多个代理选择输入以选择至少一个代理。 代理选择器计算机系统还包括用于将至少一个通信会话路由到所述至少一个所选代理的路由模块。
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公开(公告)号：US20140358549A1
公开(公告)日：2014-12-04
申请号：US13908240
申请日：2013-06-03
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Tony McCormack , Paul D'Arcy
CPC classification number: G06F9/44505 , G10L15/183 , H04M3/42136 , H04M3/493
Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.
Abstract translation: 提供了一种用于生成配置文件以配置企业的应用的配置文件生成系统。 配置文件生成系统包括用于使用户能够与配置文件生成系统口头交互的IVR模块。 配置文件生成系统还包括分析模块，用于分析和查询用户遗漏的任何信息。 配置文件生成系统还包括一个建议模块，用于通过语义Web技术和经验数据库来搜索和建议对应于缺失信息的可能选项。 配置文件生成系统还包括用于基于从用户接收的可用信息生成配置文件的配置文件生成模块。 然后可以将配置文件传递到应用程序配置模块，以根据需要配置应用程序。
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公开(公告)号：US20140254775A1
公开(公告)日：2014-09-11
申请号：US13786804
申请日：2013-03-06
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Paul D'Arcy
IPC: 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。
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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
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.
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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
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.
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