公开(公告)号：US09237234B2

公开(公告)日：2016-01-12

申请号：US13924669

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401

Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.

Abstract translation: 提供了一种用于联络中心的参数修改系统。 参数修改系统包括用于使用户能够提供指示要修改的一个或多个参数的输入的输入模块。 所述参数修改系统还包括用于基于与所述多个参数相关联的关键性能指标（KPI）确定曲面的确定模块。 确定模块还确定所确定的表面中的最佳路径。 参数修改系统还包括修改模块，用于沿所确定的最佳路径修改一个或多个参数，使得与一个或多个参数相关联的关键性能指标保持在预定阈值内。

公开(公告)号：US20150365342A1

公开(公告)日：2015-12-17

申请号：US14305079

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  John French

IPC: H04L12/911 ,  H04L12/26

CPC classification number: H04L47/70 ,  H04L41/0896 ,  H04L41/5051 ,  H04L43/0817

Abstract: A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.

Abstract translation: 公开了企业的资源分配系统，用于为企业中的工作请求分配资源。 所述资源分配系统包括监视器模块，所述监视器模块被配置为监视所述企业中的所述工作请求和所述资源的可用性，其中所述工作请求由一个或多个属性表征。 资源分配系统还包括资源匹配模块，其被配置为将工作请求的属性与资源匹配以确定一个或多个第一类型和第二类型的资源。 所述资源分配系统还包括分配模块，所述分配模块被配置为在所述第二类型的资源不可用的情况下将所述第一类型的资源分配给所述工作请求，并且当所述第二类型的资源成为时，将所述第二类型的资源重新分配给所述工作请求 可用。

公开(公告)号：US20150350445A1

公开(公告)日：2015-12-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

Abstract translation: 基于与客户及其当前设备相关联的所有媒体能力在初始路由期间选择代理的系统。 该系统包括用于挖掘客户设备上的一个或多个媒体功能的数据挖掘模块。 该系统还包括客户简档模块，用于基于设备上的一个或多个挖掘的媒体能力构建客户简档。 系统还包括映射模块以将客户简档映射到代理简档。 所述系统还包括选择模块，用于基于所述映射为所述客户选择代理。

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：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：US20140376710A1

公开(公告)日：2014-12-25

申请号：US13925024

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/523 ,  H04M2203/401

Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract translation: 提供了一种用于提高联络中心内的性能的方法和系统。 该方法包括监视与具有与其相关联的一个或多个代理的联络中心对应的一个或多个关键绩效指标（KPI）。 该方法还包括基于分配给每个关键性能指标的权重来确定KPI的加权和。 此外，该方法包括修改联络中心内的一个或多个参数，以便当KPI的加权和跨越超过阈值水平时改善KPI的加权和。

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：US20220217221A1

公开(公告)日：2022-07-07

申请号：US17706954

申请日：2022-03-29

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04L67/306 ,  G06F3/0484 ,  G06F3/01 ,  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：US10477019B2

公开(公告)日：2019-11-12

申请号：US14573163

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/51

Abstract: Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

公开(公告)号：US09961120B2

公开(公告)日：2018-05-01

申请号：US14872956

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Tony McCormack ,  Navjot Singh

IPC: G06F15/16 ,  H04L29/06 ,  H04L29/08

CPC classification number: H04L65/4015 ,  H04L65/1069 ,  H04L65/403 ,  H04L67/143

Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.