公开(公告)号：US09020135B2

公开(公告)日：2015-04-28

申请号：US14023018

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.

Abstract translation: 联络中心系统可以接收消费者的消息。 然后，系统可以使用对话框与消费者或客户进行交互。 在与消费者进行会议之前，将审查使用对话框的过去交互，以确定导致对话框成功的单词，短语和其他信息。 信息存储为规范。 在与对话框开始新的交互之后，将会检索规范和过去成功的对话框，并将其与活动对话框进行比较，同时进行交互。 然后使用比较来确保当前的活动对话将导致成功的结果，或者如果结果不太可能成功，则解决任何已发布的对话。

公开(公告)号：US09020122B2

公开(公告)日：2015-04-28

申请号：US12783277

申请日：2010-05-19

Applicant: Prashant Mishra ,  Barkha Shukla

Inventor： Prashant Mishra ,  Barkha Shukla

IPC: H04M3/42 ,  H04M1/64 ,  H04M3/22 ,  H04M15/00 ,  H04M15/06

CPC classification number: H04M3/2218 ,  H04M3/42365 ,  H04M15/00 ,  H04M15/06 ,  H04M15/44 ,  H04M15/58

Abstract: Systems and methods for determining and providing call disposition information for outgoing calls are provided. More particularly, the disposition of a call placed from a communication device is determined, and associated with a call log for that communication device. The call disposition information is displayed or otherwise output to a user when the call log is accessed by the user. The call disposition information can be determined by a call disposition application running on a communication server that provides the call disposition information to a communication device for display by that communication device.

Abstract translation: 提供了用于确定和提供用于呼出呼叫的呼叫处理信息的系统和方法。 更具体地，确定从通信设备发出的呼叫的配置，并且与该通信设备的呼叫记录相关联。 当用户访问呼叫日志时，呼叫处理信息被显示或以其他方式输出给用户。 呼叫处理信息可以由在通信服务器上运行的呼叫处理应用来确定，该通信服务器向呼叫处理信息提供通信设备以供该通信设备显示。

公开(公告)号：US09014666B2

公开(公告)日：2015-04-21

申请号：US11611720

申请日：2006-12-15

Applicant: Jon Louis Bentley ,  George William Erhart ,  Lawrence O'Gorman ,  Michael J. Sammon ,  David Joseph Skiba

Inventor： Jon Louis Bentley ,  George William Erhart ,  Lawrence O'Gorman ,  Michael J. Sammon ,  David Joseph Skiba

IPC: H04W12/06 ,  H04W4/02 ,  H04L29/06 ,  G06F21/34 ,  H04W88/02

CPC classification number: H04W12/06 ,  G06F21/34 ,  H04L61/609 ,  H04L63/08 ,  H04L63/0853 ,  H04L63/107 ,  H04W12/08 ,  H04W88/02

Abstract: Methods and apparatus are disclosed for authenticating a user based on the geo-location history of a geo-location-enabled wireless device (e.g., a GPS-enabled wireless telecommunications terminal, a smart card, an RFID tag, etc.). In a first illustrative embodiment, a user of a geo-location-enabled wireless telecommunications terminal (e.g., a GPS-enabled cell phone, a GPS-enabled notebook computer, etc.) who attempts to access a restricted resource is challenged with one or more questions that are generated from the terminal's geo-location history. In a second illustrative embodiment, a user of a data-processing system who attempts to access a restricted resource is asked to provide a username Z. The user is then challenged with one or more questions that are generated from the geo-location history of a wireless device that is associated with username Z (e.g., a cell phone that belongs to the user whose username is Z, etc.).

Abstract translation: 公开了基于启用地理位置的无线设备（例如，启用GPS的无线电信终端，智能卡，RFID标签等）的地理位置历史来验证用户的方法和装置。 在第一示例性实施例中，试图访问受限资源的地理位置使能的无线电信终端（例如，启用GPS的手机，支持GPS的笔记本电脑等）的用户受到一个或多个 从终端的地理位置历史生成的更多问题。 在第二说明性实施例中，要求尝试访问受限资源的数据处理系统的用户提供用户名Z.然后，向用户挑战一个或多个从地理位置历史生成的问题 与用户名Z相关联的无线设备（例如，属于用户名为Z的用户的手机等）。

公开(公告)号：US20150100940A1

公开(公告)日：2015-04-09

申请号：US14046409

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Audris MOCKUS ,  Randy L. HACKBARTH ,  John D. PALFRAMAN

IPC: G06F9/44

CPC classification number: G06F8/70 ,  G06F8/20 ,  G06F8/71 ,  G06F11/3616

Abstract: Disclosed herein are systems, methods, and computer-readable storage media for identifying and remediating risky source files. An example system configured to practice the method can gather data describing each file in a source code repository, and generate, using a weighted algorithm based on empirical relationships between the data and customer-found defects, a risk score for each file in the source code repository, wherein the weighted algorithm prioritizes factors based on predictiveness of defects. Then the system can generate a list of files having risk scores above a threshold, and make risk-mitigation recommendations based on the risk scores. A file can include a single file or a collection of files such as a module. The system can identify, for each file in the list of files having risk scores above the threshold, a respective risk type, and make the risk-mitigation recommendation for each file based on the respective risk type.

Abstract translation: 本文公开了用于识别和修复风险源文件的系统，方法和计算机可读存储介质。 配置为实施该方法的示例系统可以收集描述源代码库中的每个文件的数据，并且使用基于数据和客户发现的缺陷之间的经验关系的加权算法来生成源代码中的每个文件的风险分数 存储库，其中加权算法基于缺陷的预测性优先考虑因素。 然后，系统可以生成具有高于阈值的风险分数的文件列表，并根据风险分数进行风险缓解建议。 一个文件可以包括一个文件或一个文件的集合，如一个模块。 系统可以针对风险分数高于阈值的文件列表中的每个文件识别各自的风险类型，并且基于相应的风险类型对每个文件进行风险缓解建议。

公开(公告)号：US20150095267A1

公开(公告)日：2015-04-02

申请号：US14041570

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Shweta Behere ,  Rahul Buddhisagar

IPC: G06N5/04 ,  H04L29/06

CPC classification number: H04L67/42 ,  G06F16/3329

Abstract: Techniques to dynamically generate real time frequently asked questions from forum data are described. In one embodiment, for example, an apparatus may comprise a preprocessor, a validator, a data module, and a list regenerator. The preprocessor may be operative to receive a user entry to a forum and to generate a processed entry. The validator may be operative to receive the processed entry, to receive an accuracy rating for the processed entry from a data module, and to forward the processed entry for inclusion in an existing frequently-asked-questions (FAQ) list based on the accuracy rating and rules. The data module may be operative to receive the processed entry and to determine the accuracy rating of the processed entry. The list regenerator may be operative to receive the processed entry and to regenerate the existing FAQ list into an updated FAQ list including the processed entry. Other embodiments are described and claimed.

Abstract translation: 描述了从论坛数据动态生成实时常见问题的技术。 在一个实施例中，例如，设备可以包括预处理器，验证器，数据模块和列表再生器。 预处理器可操作以接收到论坛的用户条目并产生处理的条目。 验证器可以操作以接收处理的条目，从数据模块接收处理的条目的准确度等级，并且基于准确度等级转发处理的条目以包含在现有的常见问题（FAQ）列表中） 和规则。 数据模块可以操作以接收处理的条目并且确定处理的条目的准确度等级。 列表再生器可以操作以接收处理的条目并将现有的FAQ列表重新生成包括经处理的条目的更新的FAQ列表。 描述和要求保护其他实施例。

公开(公告)号：US20150074170A1

公开(公告)日：2015-03-12

申请号：US14023270

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine A. Sobus

IPC: H04L12/24

CPC classification number: H04M3/5232 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/107 ,  H04M2201/14 ,  H04M2203/402

Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.

Abstract translation: 在联络中心收到交易。 交易可以是电子邮件，来电，去电，视频通话，短信等。 决定处理交易的最佳代理人。 确定最佳代理人处理交易的时间。 该时间可以基于代理人将能够基于回调时间或任何标准来处理该事务的预计时间。 搜索最佳代理的时间表。 最佳代理的时间表包含一个可移动的事件。 可移动事件可以是可重新安排的任何事件，例如休息。 当确定最佳代理人处理交易的时间在可移动事件期间和/或接近可移动事件时，重新安排可移动事件以允许最佳代理人处理交易。

公开(公告)号：US20150073775A1

公开(公告)日：2015-03-12

申请号：US14024334

申请日：2013-09-11

Applicant: Avaya, Inc.

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

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

Abstract translation: 消息本身可能无法获取消息的情绪。 然而，许多消息具有相关联的上下文，其提供用于确定消息的情绪的信息。 消息可以包括指向其他​​资源的链接，诸如图形或视频，其又包括标题，评论，观看者评级或可能提供消息的情绪的其他属性。

公开(公告)号：US20150071415A1

公开(公告)日：2015-03-12

申请号：US14025674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/18

Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.

Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。

公开(公告)号：US08972586B2

公开(公告)日：2015-03-03

申请号：US13630200

申请日：2012-09-28

Applicant: Joel Ezell ,  Kurt Haserodt

Inventor： Joel Ezell ,  Kurt Haserodt

IPC: G06F15/16

CPC classification number: H04L67/141 ,  H04L69/40

Abstract: The system and method allow enhanced capabilities for Session Initiation Protocol (SIP) dialogs (communication sessions) between SIP devices. The SIP dialogs have applications that are inserted into the SIP dialog such as a Back-to-Back User Agent (B2BUA) or a proxy application. After the initial dialog is established and these applications fail or become unavailable, the system and method allow the applications to be bypassed or have the SIP dialog redirected to an alternative application. This provides a better user experience because the SIP dialog (e.g., a SIP telephone call) will not be dropped if the application fails mid-dialog.

Abstract translation: 该系统和方法允许SIP设备之间的会话发起协议（SIP）对话（通信会话）的增强功能。 SIP对话框具有插入SIP对话框中的应用程序，例如背对背用户代理（B2BUA）或代理应用程序。 在建立初始对话框并且这些应用程序失败或不可用之后，系统和方法允许绕过应用程序或将SIP对话重定向到另一应用程序。 这提供了更好的用户体验，因为如果应用程序在对话中失败，则SIP对话（例如，SIP电话呼叫）将不会被丢弃。

公开(公告)号：US08966513B2

公开(公告)日：2015-02-24

申请号：US13172475

申请日：2011-06-29

Applicant: Ajita John ,  Michael J. Sammon ,  Doree Duncan Seligmann

Inventor： Ajita John ,  Michael J. Sammon ,  Doree Duncan Seligmann

IPC: H04N7/16 ,  H04N21/422 ,  H04N21/4223 ,  H04N21/43 ,  H04N21/462 ,  H04N21/466 ,  H04N21/4788 ,  H04N21/658 ,  H04H60/33 ,  H04H60/73

CPC classification number: H04N21/42203 ,  H04H60/33 ,  H04H60/73 ,  H04N21/4223 ,  H04N21/4307 ,  H04N21/4622 ,  H04N21/4661 ,  H04N21/4788 ,  H04N21/6582

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for processing media highlights. A first method includes displaying a real-time media event to a user, and, upon receiving a first indication from the user at a first time, generating a highlight of the real-time media event based on the first time, the highlight being associated with a portion of the real-time media event at the first time, and associating, in a highlight database, the highlight with an individual profile of the user. The highlight can include parameters for media content and/or duration. The highlight duration can be based on an analysis of content of the real-time media event. Highlights can be assigned to specific highlight categories. Other aspects disclosed herein apply to playback of media highlights during playback of a recorded media event, and managing stored highlights.

Abstract translation: 本文公开了用于处理媒体亮点的系统，方法和非暂时的计算机可读存储介质。 第一种方法包括向用户显示实时媒体事件，并且在第一次从用户接收到第一指示时，基于第一次生成实时媒体事件的突出显示，高亮显示被关联 其中第一次具有实时媒体事件的一部分，并且在高亮数据库中将突出显示与用户的个人简档相关联。 亮点可以包括媒体内容和/或持续时间的参数。 亮点持续时间可以基于对实时媒体事件的内容的分析。 亮点可以分配给特定的突出显示类别。 本文公开的其它方面适用于在重放记录的媒体事件期间回放媒体高光，并管理存储的亮点。