公开(公告)号：US20160150340A1

公开(公告)日：2016-05-26

申请号：US15009950

申请日：2016-01-29

Applicant: Avaya Inc.

Inventor： Doree Duncan SELIGMANN ,  Ajita JOHN ,  Michael J. SAMMON

IPC: H04S3/00 ,  H04S7/00

CPC classification number: H04S3/002 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S7/40 ,  H04S2400/11

Abstract: Systems, methods, and computer-readable storage media for generating an immersive three-dimensional sound space for searching audio. The system generates a three-dimensional sound space having a plurality of sound sources playing at a same time, wherein each of the plurality of sound sources is assigned a respective location in the three-dimensional sound space relative to one another, and wherein a user is assigned a current location in the three-dimensional sound space relative to each respective location. Next, the system receives input from the user to navigate to a new location in the three-dimensional sound space. Based on the input, the system then changes each respective location of the plurality of sound sources relative to the new location in the three-dimensional sound space.

Abstract translation: 用于产生用于搜索音频的沉浸式三维声音空间的系统，方法和计算机可读存储介质。 该系统产生具有同时播放的多个声源的三维声音空间，其中多个声源中的每一个相对于彼此被分配在三维声音空间中的相应位置，并且其中用户 被分配在相对于每个相应位置的三维声音空间中的当前位置。 接下来，系统接收来自用户的输入以导航到三维声音空间中的新位置。 基于输入，系统然后相对于三维声音空间中的新位置改变多个声源的每个相应位置。

公开(公告)号：US20160142546A1

公开(公告)日：2016-05-19

申请号：US15007286

申请日：2016-01-27

Applicant: Avaya Inc.

Inventor： Varun Khanna

IPC: H04M3/51 ,  G06F17/27 ,  G10L15/183 ,  G10L15/26 ,  H04M3/42 ,  H04M3/493

CPC classification number: H04M3/5191 ,  G06F17/2765 ,  G06Q90/00 ,  G10L15/183 ,  G10L15/265 ,  G10L2015/088 ,  H04L67/02 ,  H04M3/00 ,  H04M3/42221 ,  H04M3/4936 ,  H04M3/51 ,  H04M2201/40 ,  H04M2203/2038

Abstract: Providing keyword-based notification and content includes monitoring, a communication interface, the communication interface configured to transport a communication between an agent communication device and a user communication device; recognizing an occurrence of a keyword in the communication; wherein the keyword is stored in a database; and retrieving from the database, an information related to the keyword, wherein the database comprises: a first memory area configured to store a mapping of keywords to keyword information; and a second memory area configured to store a mapping of a user identifier associated with a user to information related to how keyword information should be delivered to the user associated with the user identifier. Ultimately the information related to the keyword is transmitted to one of the agent communication device or the user communication device.

Abstract translation: 提供基于关键字的通知和内容包括监视，通信接口，被配置为传送代理通信设备和用户通信设备之间的通信的通信接口; 识别通信中的关键字的发生; 其中所述关键字存储在数据库中; 以及从所述数据库检索与所述关键字相关的信息，其中，所述数据库包括：第一存储区域，被配置为存储关键字到关键字信息的映射; 以及第二存储区域，被配置为存储与用户相关联的用户标识符的映射关于如何将关键字信息传递给与用户标识符相关联的用户的信息。 最终将关键字相关的信息发送到代理通信设备或用户通信设备之一。

公开(公告)号：US20160142545A1

公开(公告)日：2016-05-19

申请号：US15006454

申请日：2016-01-26

Applicant: Avaya Inc.

Inventor： Hiten Sampat Gajjar

IPC: H04M3/51 ,  H04M3/38 ,  H04M7/00 ,  H04L29/12

CPC classification number: H04M3/5191 ,  H04L61/1505 ,  H04L61/2007 ,  H04L63/00 ,  H04L63/10 ,  H04M3/38 ,  H04M3/5133 ,  H04M7/0078

Abstract: Detecting an IP address mismatch in a contact center includes receiving a workstation login request from a workstation of the center that include login credentials associated with an agent of the center for logging into the workstation. The method also includes retrieving from a database a predetermined first IP address assigned to the agent; receiving an application login request related to an application from a workstation of the center on which the application is executing; extracting a second IP address from the application login request; and comparing the predetermined first IP address with the second IP address and granting the agent access if the addresses match.

Abstract translation: 检测联络中心中的IP地址不匹配包括从中心的工作站接收工作站登录请求，其中包括与中心代理关联的登录凭据，用于登录到工作站。 该方法还包括从数据库检索分配给代理的预定的第一IP地址; 从应用程序正在执行的中心的工作站接收与应用程序相关的应用程序登录请求; 从应用程序登录请求提取第二个IP地址; 以及如果所述地址匹配，则将所述预定的第一IP地址与所述第二IP地址进行比较并且授予所述代理访问。

公开(公告)号：US09344527B2

公开(公告)日：2016-05-17

申请号：US13866007

申请日：2013-04-18

Applicant: AVAYA, INC.

Inventor： Deepak Ramesh

IPC: H04J3/16 ,  H04L29/08

CPC classification number: H04L67/34

Abstract: Methods, systems and computer readable media for network migration as described. The method can include receiving, at a processor, an indication to initiate a migrate start. The method can also include initiating, at the processor, a migrate start including forwarding traffic in a first protocol based on a first table while building a second table to forward traffic in a second protocol different from the first protocol. The method can further include performing a migrate cutover when it is determined that one or more MAC addresses for an active session have been learned and stored in the table. The method can also include completing a migration when an indication is received to complete the migration. The method can also include aborting the migration based on a received indication to abort the migration.

Abstract translation: 用于网络迁移的方法，系统和计算机可读介质。 该方法可以包括在处理器处接收启动迁移开始的指示。 该方法还可以包括在处理器处启动迁移开始，包括基于第一表的第一协议中的转发流量，同时构建第二表以在不同于第一协议的第二协议中转发流量。 该方法还可以包括当确定活动会话的一个或多个MAC地址已被学习并存储在表中时执行迁移割接。 该方法还可以包括当接收到指示以完成迁移时完成迁移。 该方法还可以包括基于所接收的指示中止迁移以中止迁移。

公开(公告)号：US09338400B1

公开(公告)日：2016-05-10

申请号：US14462549

申请日：2014-08-18

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Ignacio Miranda ,  Navjot Singh

IPC: H04N7/15

CPC classification number: H04N7/152 ,  H04L12/1822 ,  H04L12/185

Abstract: Equivalence classes are used to determine how groups of call participants are distributed among remotely situated conference rooms. A roster of conference call participants is distributed for display by communication devices the participants bring to a conference room. The distributed roster contains at least one indicium by which the possession of an attribute, by any conference call participant in a room can be confirmed by other conference call participant(s) using a communication device. After entering a room, at least some participants use a communication device to access the roster and indicate, to a server, that at least one other participant on the roster possesses an attribute of significance to conduct of the call. Participants are assigned to groups and the groups are merged based on the presence of participants possessing an attribute or set of linked attributes. The server assigns the participants to respective groups for selective treatment.

Abstract translation: 使用等价类来确定呼叫参与人群如何分布在远程会议室之间。 电话会议参与者的名册分发给参与者带到会议室的通信设备显示。 分布式名册包含至少一个标记，通过该标记可以使用通信设备由其他电话会议参与者确认房间中的任何电话会议参与者拥有的属性。 在进入房间之后，至少有一些参与者使用通信设备来访问名单，并向服务器指示名单上的至少一个其他参与者具有进行呼叫的重要性属性。 参与者被分配到组，并且基于具有属性或一组链接属性的参与者的存在来合并组。 服务器将参与者分配给各个组进行选择性治疗。

公开(公告)号：US09338066B2

公开(公告)日：2016-05-10

申请号：US14018609

申请日：2013-09-05

Applicant: Avaya Inc.

Inventor： Lawrence DiBurro ,  Prasad Vadassery

IPC: H04L12/26 ,  H04L12/24

CPC classification number: H04L41/5025 ,  H04L43/103

Abstract: A method, apparatus and computer program product for providing a variable tunnel keep-alive interval is presented. A tunnel keep-alive packet for a first tunnel is received at a first switching device. A Quality of Service (QoS) value of the keep-alive packet ishcekce. A determination is made regarding whether the QoS value corresponds to a QoS value of network control traffic, and when the QoS value of the keep-alive packet is lower than the QoS value of the network control traffic then a value of a tunnel keep-alive interval is increased.

Abstract translation: 提出了一种用于提供可变隧道保持间隔的方法，装置和计算机程序产品。 在第一交换设备处接收用于第一隧道的隧道保持分组。 保持活动分组的服务质量（QoS）值ishcekce。 确定QoS值是否对应于网络控制业务的QoS值，并且当保持活动分组的QoS值低于网络控制业务的QoS值时，隧道的值保持活动 间隔增加。

公开(公告)号：US20160127553A1

公开(公告)日：2016-05-05

申请号：US14530121

申请日：2014-10-31

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/51

CPC classification number: H04L51/04 ,  H04L12/1827 ,  H04M3/5191 ,  H04M3/5232 ,  H04M7/0045

Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

Abstract translation: 公开了一种用于管理企业中的至少一个资源的资源管理计算机系统。 资源管理计算机系统包括用于与至少一个客户建立至少一个基于web的聊天通信会话的通信接口。 所述系统还包括用于监视与所述至少一个基于web的聊天通信会话相关联的一个或多个参数的监视模块。 所述系统还包括计算模块，用于基于所述至少一个基于web的聊天通信会话的所述一个或多个被监视的参数来计算至少一个置信度得分。 所述系统还包括用于将所述至少一个资源分配给所述至少一个基于web的聊天通信会话的分配模块，其中，基于所述至少一个计算的置信度得分进行所述分配。

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：US20160100059A1

公开(公告)日：2016-04-07

申请号：US14507238

申请日：2014-10-06

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: H04M3/523 ,  H04M3/51

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Agents of a contact center are trained and assessed without the need for a separate testing and assessment task. Work items are provided to agents, who are non-primary agents with respect to a particular skill associated with an attribute of a work item. With the controlled routing of the non-primary work items to the non-primary agent, the agent is provided with a chance to practice their non-primary skills, with the intention of improving said skills A number of successfully completed tasks may indicate the agent is entitled to “primary” designation and be provided with tasks having the attribute in the normal course of business.

Abstract translation: 联络中心的代理人经过培训和评估，不需要单独的测试和评估任务。 工作项目被提供给代理人，代理人是与工作项目的属性相关联的特定技能的非主要代理。 通过将非主要工作项目的控制路由选择到非主要代理，向代理机构提供了实施其非主要技能的机会，目的是提高所述技能成功完成的任务可以指示代理 有权获得“主要”指定，并在正常业务过程中提供具有属性的任务。

公开(公告)号：US09307087B2

公开(公告)日：2016-04-05

申请号：US14464594

申请日：2014-08-20

Applicant: Avaya Inc.

Inventor： Renato Pinheiro Simoes ,  Roderick Brian Averill ,  Pier Angelo Tognini Filho ,  Brian Scot Hillis

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191

Abstract: Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

Abstract translation: 描述了允许联络中心向其代理提供增强服务的系统和方法。 代理服务器与联络中心的自动呼叫分配器（ACD）和代理电话互连。 服务器拦截由ACD发送的消息，其包含由交互式语音响应系统获得的呼叫者提供的数据。 当确定特定代理人能够访问电话和个人计算机时，代理服务器对接收到的消息的信息内容进行区分。 在这样做时，代理服务器将消息中的呼叫初始化信息提供给代理的电话，并且看起来好像信息来自ACD; 此外，代理服务器向代理的个人计算机提供呼叫者提供的数据。 然后，个人计算机能够基于呼叫者提供的数据来执行诸如面向显示的呈现应用之类的预定应用。