公开(公告)号：US20160018888A1

公开(公告)日：2016-01-21

申请号：US14332582

申请日：2014-07-16

Applicant: Avaya Inc.

Inventor： John F. Buford

IPC: G06F3/01

CPC classification number: G06F3/013 ,  G06F3/0481 ,  G06F3/04812 ,  G06F9/453 ,  G06F2203/0383 ,  H04N7/147

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for indicating eye tracking information during a real-time communication session. In a particular embodiment, a method provides receiving first eye tracking information captured by a first computing system operated by a first user during the communication session with a second computing system operated by a second user, wherein the first eye tracking information represents a first location on a display of the first computing system to where eyes of the first user are directed. The method further provides determining a second location on a display of the second computing system that corresponds to the first location and instructing the display of the second computing system to display a first indication of the second location in real-time with the communication session.

Abstract translation: 本文公开的实施例提供了用于在实时通信会话期间指示眼睛跟踪信息的方法，系统和计算机可读存储介质。 在特定实施例中，一种方法提供了在由与第二用户操作的第二计算系统的通信会话期间由第一用户操作的第一计算系统捕获的第一眼睛跟踪信息，其中第一眼睛跟踪信息表示 第一计算系统的显示到第一用户的眼睛指向的位置。 该方法还提供确定对应于第一位置的第二计算系统的显示器上的第二位置，并且指示第二计算系统的显示器与通信会话实时地显示第二位置的第一指示。

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：US20160006520A1

公开(公告)日：2016-01-07

申请号：US14324442

申请日：2014-07-07

Applicant: Avaya Inc.

Inventor： Azaria Cohen ,  Ori Modai

IPC: H04B11/00 ,  H04B1/06

CPC classification number: H04B11/00 ,  H04B1/06

Abstract: Embodiments disclosed herein provide systems and methods for acoustically transferring information between systems. In a particular embodiment, a method provides identifying information for acoustic transfer and determining an amount of time corresponding to the information. The method further provides acoustically transmitting a signal at a first time and, upon the amount of time elapsing since the first time, acoustically transmitting the signal at a second time.

Abstract translation: 本文公开的实施例提供了用于在系统之间声学传递信息的系统和方法。 在特定实施例中，一种方法提供用于声音传送的识别信息并确定对应于该信息的时间量。 该方法进一步提供在第一时间的声学发射信号，并且在从第一次起经过的时间量之后，在第二时间声学发射信号。

公开(公告)号：US20160005005A1

公开(公告)日：2016-01-07

申请号：US14856667

申请日：2015-09-17

Applicant: Avaya Inc.

Inventor： Krishna Kishore Dhara ,  Venkatesh Krishnaswamy ,  Eunsoo Shim ,  Xiaotao Wu

IPC: G06Q10/10

CPC classification number: G06Q10/1095 ,  H04L12/1818 ,  H04L47/70 ,  H04L65/403 ,  H04M3/565

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for predicting the subject, logistics, and resources of associated with a communication event. Predictions and suggestions can occur prior to, during, or in response to communication events. The user can confirm the prediction or suggestion via user input such as a click or a voice command. The system can analyze past behavior patterns with respect to the subject, logistics and resources of communication events, followed by preparing ranked listings of which subjects, logistics, and resources are most likely to be used in a given situation. The predicted logistics may then include people to invite, time and date of the meeting, its duration, location, and anything else useful in helping potential participants gather together. The resources may include files attached, files used, communication event minutes, recordings made, Internet browsers and other programs which may be utilized by the user.

公开(公告)号：US09232192B2

公开(公告)日：2016-01-05

申请号：US14074916

申请日：2013-11-08

Applicant: AVAYA, INC.

Inventor： Stephen Whynot ,  Thomas Helfand ,  Xiaohui Wei ,  Greg Osterhout

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

CPC classification number: H04N7/152 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/4038

Abstract: Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference.

Abstract translation: 公开了一种用于向视频会议的所有视频参与者提供低帧率连续存在的系统和方法。

公开(公告)号：US20150381802A1

公开(公告)日：2015-12-31

申请号：US14320155

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Raji Chinnappa ,  Timothy Ross

IPC: H04M3/42 ,  H04W4/16 ,  H04W4/00

CPC classification number: H04M3/4217 ,  H04M3/42314 ,  H04W4/16 ,  H04W4/50

Abstract: A communication system, method, and components are described. Specifically, a communication system having the ability to accommodate communication preferences for multiple users sharing a common line appearance is described. An application sequence can be determined and invoked based on communication preferences of the multiple users sharing a common line appearance.

Abstract translation: 描述了通信系统，方法和组件。 具体地，描述了具有适应共享共同线路外观的多个用户的通信偏好的能力的通信系统。 可以基于共享公共线路外观的多个用户的通信偏好来确定和调用应用序列。

公开(公告)号：US20150373032A1

公开(公告)日：2015-12-24

申请号：US14312450

申请日：2014-06-23

Applicant: Avaya Inc.

Inventor： Gilman R. Stevens ,  Chandrasekhar Manchenella ,  Dragan Grebovich

IPC: H04L29/06 ,  G06F21/16

CPC classification number: H04L63/14 ,  G06F21/16 ,  G06F21/85 ,  H04L63/0245

Abstract: A legitimate voice or video communication application modifies data in a communication session to produce a watermark. The watermark is a piece of information that is part of a communication session that is not readily observable, but can be verified later on. The purpose of a watermark is to verify that the communication session is a legitimate communication session and does not pose a security breach. The video or audio communication session is monitored for a watermark. In response to determining that the communication session contains the watermark, the communication session is allowed continue. In response to determining that the communication session does not contain the watermark, the communication session is identified as a potential security breach. If the communication session is identified as a potential security breach, the communication session can be dropped and a user can be notified of the potential security breach.

Abstract translation: 合法的语音或视频通信应用修改通信会话中的数据以产生水印。 水印是作为通信会话的一部分的信息，其不容易观察到，但是稍后可以验证。 水印的目的是验证通信会话是否是合法的通信会话，并且不会造成安全漏洞。 对水印进行监视视频或音频通信会话。 响应于确定通信会话包含水印，允许通信会话继续。 响应于确定通信会话不包含水印，通信会话被识别为潜在的安全漏洞。 如果通信会话被识别为潜在的安全漏洞，则可以丢弃通信会话，并且可以向用户通知潜在的安全漏洞。

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：US20150363431A1

公开(公告)日：2015-12-17

申请号：US14301657

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Donal Ward

IPC: G06F17/30 ,  H04L12/26 ,  H04L29/06

Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

Abstract translation: 披露企业信息共享协作系统。 协作系统包括被配置为监视一个或多个参数的通信的监视模块。 协作系统还包括信息管理模块，该信息管理模块被配置为基于一个或多个参数从一个或多个数据库中选择一个或多个数据项，其中每个数据项包括相关联的分数。 协作系统还包括配置成对一个或多个所选数据项进行评分的排序模块。 协作系统还包括数据库管理模块，其被配置为利用所选择的一个或多个数据项的得分更新一个或多个数据库。

公开(公告)号：US20150358468A1

公开(公告)日：2015-12-10

申请号：US14296208

申请日：2014-06-04

Applicant: Avaya, Inc.

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

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Abstract translation: 联络中心努力满足客户的需求和偏好，以及处理与客户相关的工作项目（例如联系人）的代理人的技能和能力。 然而，优选的代理可能是不可用的，不存在的，积压的或者其他方式不符合接受工作项目的资格。 不优先但仍然合格的代理可以用于处理工作项目，例如具有关于工作项目的特定属性的足够技能的代理。 本文提供了选择非优选但合格的药剂的报告。 然后，联络中心可以利用这样的报告来识别他们的客户群中服务不足的区域。