公开(公告)号：US20160381091A1

公开(公告)日：2016-12-29

申请号：US14752857

申请日：2015-06-27

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Joel M. Ezell ,  Seamus Hayes

IPC: H04L29/06

CPC classification number: H04L65/403 ,  H04L65/1083 ,  H04L65/1089 ,  H04L67/02

Abstract: A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.

Abstract translation: 公开了一种用于在企业中管理多模式通信会话的计算系统。 计算系统包括用于监视与客户和代理之间的多模态通信会话相关联的活动的监视模块，其中客户和代理通过第一通信模式进行通信。 该系统还包括一个分析模块，用于通过多模式通信会话中的第二通信模式来分析在客户和代理之间发起通信的活动，其中通过第二通信模式的通信与通过第一通信的通信一起运行 模态 该系统还包括通知模块，用于产生通知，用于将与第一通信模式相关联的信息，第二通信模式或其组合通知给主管。

公开(公告)号：US11533398B2

公开(公告)日：2022-12-20

申请号：US16546672

申请日：2019-08-21

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  Tommy Moran ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

公开(公告)号：US09871835B2

公开(公告)日：2018-01-16

申请号：US14752857

申请日：2015-06-27

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Joel M. Ezell ,  Seamus Hayes

IPC: H04L29/06

CPC classification number: H04L65/403 ,  H04L65/1083 ,  H04L65/1089 ,  H04L67/02

Abstract: A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.

公开(公告)号：US09705926B2

公开(公告)日：2017-07-11

申请号：US14823173

申请日：2015-08-11

Applicant: Avaya Inc.

Inventor： Ajita John ,  Seamus Hayes ,  John Rix ,  Adrian Ryan ,  Samuel Fisher ,  David Skiba

IPC: H04L29/06 ,  G06F21/62

CPC classification number: G06F21/6245 ,  G06F21/6227 ,  H04L63/105 ,  H04L63/108 ,  H04L2463/101

Abstract: Media files are often tagged, such as by XML or other tagging paradigms, in order to indicate aspects of certain portions of the media file. Disclosed herein, security policy tagging is provided that supports a logically nested or hierarchical structure. Tags may be time- and/or event-altered, such as when a user who is denied access at one point in time may be granted access at a later point in time. The need to amend the security policy based upon the passage of time is reduced or eliminated as portions, or sub-portions, of a media file that may be selectively tagged with security tags may be presented or downloaded based upon the security policy. The a security policy may incorporate rules that change permissions upon the passage of time or the occurrence of an event, without requiring the modification of the presentation, the security tags of the presentation portion, or the security tag associated with a parent portion of the presentation or the presentation itself.

公开(公告)号：US20150215464A1

公开(公告)日：2015-07-30

申请号：US14302779

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/22 ,  H04M3/5175

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.

Abstract translation: 用于计算主叫方到呼叫中心的预期等待时间的系统和方法，所述方法包括：由监视器电路监视当前通信会话的内容; 估计监控通信会话的进展点; 将进展点与历史统计进行比较; 由处理器计算本通信会话剩余部分的持续时间的投影; 以及通过通信电路提供基于当前通信会话剩余部分的持续时间的预测的预期等待时间（EWT）。 实施例可以包括用于记录呼叫进程的语音搜索处理。 语音搜索过程可以通知，诊断或监视呼叫。 语音搜索过程可以通知主管进度，必要时采取行动。 语音搜索过程可以动态地触发其他过程并且基于历史数据构造简档。

公开(公告)号：US20150215365A1

公开(公告)日：2015-07-30

申请号：US14303950

申请日：2014-06-13

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Sheldon Davis

IPC: H04L29/06 ,  H04L12/26

CPC classification number: H04L65/80 ,  H04L43/04 ,  H04L43/08 ,  H04L65/403

Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.

Abstract translation: 用于响应通信会话中的流媒体链路质量问题的系统和方法，所述方法包括：监视通信会话中的文本消息以获得服务质量（QoS）问题的指示; 形成QoS问题的假设原因; 检索与假设原因相关的证据，相关证据包括系统日志; 并确定检索的证据是否支持假设的原因。 该系统包括：耦合到存储器的处理器; 监视模块，被配置为监视所述通信会话中的文本消息以用于服务质量（QoS）问题的指示; 推定模块，被配置为形成QoS问题的假设原因; 检索模块，被配置为检索与所述假设原因相关的证据，所述相关证据包括存储在所述存储器中的系统日志; 以及计算模块，被配置为确定所检索的证据是否支持假设的原因。