公开(公告)号：US20160241716A1

公开(公告)日：2016-08-18

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

IPC: H04M3/523

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。

公开(公告)号：US09408051B2

公开(公告)日：2016-08-02

申请号：US13904361

申请日：2013-05-29

Applicant: Avaya Inc.

Inventor： Peter Finney ,  Alberto Pasi ,  David Skiba ,  Reinhard P. Klemm

IPC: G06F15/16 ,  H04W4/22 ,  G06Q10/00 ,  H04W4/20 ,  H04L12/58 ,  H04L12/26

CPC classification number: H04W4/90 ,  G06Q10/00 ,  G06Q50/01 ,  G06Q50/10 ,  H04L43/04 ,  H04L51/00 ,  H04L51/22 ,  H04L51/32 ,  H04W4/21

Abstract: Social media websites contain posts which may benefit persons affected by an emergency situation or natural disaster. Discovering trustworthy posters of useful information is disclosed such that messages indicating relevant information, and an associated trust value, may be provided to interested parties.

Abstract translation: 社交媒体网站包含可能受到紧急情况或自然灾害影响的人员的职位。 公开了发现有用信息的值得信赖的海报，使得可以向相关方提供指示相关信息的消息和相关联的信任值。

公开(公告)号：US20160219149A1

公开(公告)日：2016-07-28

申请号：US14620458

申请日：2015-02-12

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Srinivasa S. Pradeep Nekkalapudi ,  Navjot Singh

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G06Q10/0631 ,  G06Q30/016 ,  H04M2203/401

Abstract: Obtaining customer feedback is an important tool for a contact center to determine their performance as viewed from those with whom they interact. Customers interacting with an agent over a voice or other channel (e.g., co-browse, text chat, video, etc.) may provide real-time feedback. This real-time feedback may be transmitted to the contact center via a data channel and then utilized to alert a supervisor, trigger the transfer of the call to another agent, training purposes, or other activity. Furthermore, customers' real-time feedback is, “in the moment,” enabling a portion of the agent-customer interaction to be associated with a particular user's feedback input, rather than limiting feedback to a user's patience and memory to evaluate the entire feedback after the interaction has concluded.

Abstract translation: 获取客户反馈是联络中心确定他们的表现的重要工具，与他们进行交互的人员观看。 通过语音或其他频道（例如，共同浏览，文本聊天，视频等）与代理交互的客户可以提供实时反馈。 该实时反馈可以经由数据信道发送到联络中心，然后用于提醒主管，触发对另一个代理的呼叫转移，训练目的或其他活动。 此外，客户的实时反馈是“即刻”，使代理 - 客户交互的一部分能够与特定用户的反馈输入相关联，而不是限制用户的耐心和记忆的反馈来评估整个反馈 交互结束后。

公开(公告)号：US20160212265A1

公开(公告)日：2016-07-21

申请号：US14983068

申请日：2015-12-29

Applicant: Avaya Inc.

Inventor： Laurent Philonenko ,  Venkatesh Krishnaswamy ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5233

Abstract: A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

Abstract translation: 公开了联络中心，通信系统和服务器。 公开了一种说明性的联络中心作为多渠道联络中心。 允许说明性多通道联络中心的客户将其与联络中心的接合从使用第一媒体类型切换到使用第二媒体类型。 在进行这样的参与转换时，可以向客户提供关于联络中心中的资源的信息，这些资源的统计/指标，提供关于参与的实时反馈的能力，以及可能从 在多个资源之中。 以这种方式，客户可能会被激励将其参与方式切换到联络中心和客户的利益。

公开(公告)号：US20160212264A1

公开(公告)日：2016-07-21

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

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/2281 ,  H04M3/4288 ,  H04M2201/40

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.

Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。

公开(公告)号：US09380030B2

公开(公告)日：2016-06-28

申请号：US14282974

申请日：2014-05-20

Applicant: Avaya, Inc.

Inventor： Joel M. Ezell ,  Stephen Whynot ,  Manish Chatterjee ,  Biswajyoti Pal

IPC: G06F9/00 ,  H04L29/06 ,  H04L29/08

CPC classification number: H04L63/029 ,  H04L63/0281 ,  H04L63/1466 ,  H04L63/168 ,  H04L67/02

Abstract: The system and method monitor a secure Web Real Time Communication (WebRTC) session between browsers. To do so, a WebRTC application receives a first WebRTC offer with a fingerprint of a first browser to establish a secure communication session. The WebRTC application sends session information and the fingerprint of the first browser to a media relay. The WebRTC application receives a fingerprint of a media relay. A second WebRTC offer with a fingerprint of the media relay is sent to a second browser. An answer to the second WebRTC offer is received. Session information and the fingerprint of the second browser are sent to the media relay so the media relay can decrypt the secure communication session. The first WebRTC offer is answered. A secure communication session is established via the media relay using the fingerprints. The media relay, based on the fingerprints, can monitor the secure communication session.

Abstract translation: 系统和方法监视浏览器之间的安全Web实时通信（WebRTC）会话。 为此，WebRTC应用程序接收具有第一浏览器的指纹的第一个WebRTC报价，以建立安全通信会话。 WebRTC应用程序将会话信息和第一个浏览器的指纹发送到媒体中继。 WebRTC应用程序接收媒体中继器的指纹。 具有媒体中继指纹的第二个WebRTC提供被发送到第二浏览器。 接收了第二个WebRTC报价的答案。 会话信息和第二浏览器的指纹被发送到媒体中继，所以媒体中继可以解密安全通信会话。 第一个WebRTC报价得到回答。 使用指纹通过媒体中继建立安全通信会话。 基于指纹的媒体中继可以监视安全通信会话。

公开(公告)号：US09374295B2

公开(公告)日：2016-06-21

申请号：US14610015

申请日：2015-01-30

Applicant: Avaya Inc.

Inventor： Gautam Khera ,  Ludovico Stevens ,  Srikanth Keesara

IPC: H04L12/721

CPC classification number: H04L45/12

Abstract: A method, apparatus and computer program product for providing the use of an external metric as the primary tie-breaker in ISIS route selections is presented. A set of routes are identified that are to be advertised by the router as external routes within a network. The routes are advertised by the router using a Type Length Variable (TLV), wherein the TLV contains metric information to be used as a first tiebreaker when selecting routes. The network is running an Intermediate System To Intermediate System (ISIS) protocol. The TLV includes a 32-bit or a 64-bit administrative tag sub-TLV, the TLV comprising TLV#135, TLV#235, TLV#236, and TLV#237.

公开(公告)号：US09374233B2

公开(公告)日：2016-06-21

申请号：US13628842

申请日：2012-09-27

Applicant: Avaya Inc.

Inventor： Srinivasan Narayanan

IPC: H04N7/14 ,  H04L12/18 ,  H04N7/15 ,  H04L29/06

CPC classification number: H04L12/1827 ,  H04L12/1822 ,  H04L65/4038 ,  H04L65/4046 ,  H04N7/152 ,  H04N7/157

Abstract: Methods and systems for providing a composite conference environment are disclosed. More particularly, a virtual reality environment (VRE) that can accommodate the inclusion of a conventional multipoint conference as a registered user or individual participants in a conventional multipoint conference as registered users within a composite conference environment hosted by the VRE is provided. Accordingly, a conference that is spread across multiple servers, namely a virtual reality server and a conventional multipoint conference server, can be created and moderated. Moreover, audio/video streams, features, and control can be provided to all users participating in the composite conference environment.

Abstract translation: 公开了提供复合会议环境的方法和系统。 更具体地，提供了一种虚拟现实环境（VRE），其可以将常规多点会议作为注册用户或者常规多点会议中的个人参与者包含在由VRE主持的复合会议环境内的注册用户。 因此，可以创建并且调节分散在多个服务器（即虚拟现实服务器和常规多点会议服务器）上的会议。 此外，可以向参与复合会议环境的所有用户提供音频/视频流，特征和控制。

公开(公告)号：US09372824B2

公开(公告)日：2016-06-21

申请号：US13954269

申请日：2013-07-30

Applicant: Avaya Inc.

Inventor： Reinhard Peter Klemm ,  Lynne Shapiro Brotman

IPC: G06F15/16 ,  G06F15/173 ,  H04L29/06 ,  A61K9/51 ,  A61K47/42 ,  G06F9/54 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/08 ,  G06F12/00

CPC classification number: G06F15/17306 ,  A61K9/5169 ,  A61K47/42 ,  G06F9/54 ,  G06Q10/06 ,  G06Q10/107 ,  H04L29/06 ,  H04L67/22 ,  H04L67/24

Abstract: A method is provided in which the present invention is for a method in which a telecommunications terminal determines whether its user is available to accept an incoming invitation to participate in a telecommunications session based on: (1) a characteristic of the use of a software application, (2) a characteristic of the use of a resource of a terminal, (3) a sensor input, (4) a characteristic of the incoming invitation or (5) any combination of (1), (2), (3), (4), and (5).

公开(公告)号：US09363377B2

公开(公告)日：2016-06-07

申请号：US13922555

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: G06F15/173 ,  H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5237 ,  G06Q10/06 ,  H04M3/5133 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/406

Abstract: An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.

Abstract translation: 提供了一种用于优化联络中心通信管理员代理登录的代理登录优化系统。 代理登录优化系统包括用于监视联络中心中的多个通信管理器处的预定活动的监视模块。 监视包括监视多个通信管理器处的呼叫流量和监视代理的登录请求。 代理登录优化系统还包括确定模块，该确定模块被配置为基于对登录代理的监视从多个通信管理器确定合适的通信管理器。 代理登录优化系统还包括用于将代理记录到合适的通信管理器中的代理登录模块。