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：US20150350432A1

公开(公告)日：2015-12-03

申请号：US14290652

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/06311

Abstract: A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.

Abstract translation: 描述了基于图形的联系中心的基于节点和关系的用于避免用于工作分配的一个或多个资源的机制，以及用于管理它的各种方法和机制。 公开了避免方法，其允许管理员设置图形数据库，其可操作以基于设置的规则和条件自动阻止对某些资源的工作分配。 图形数据库被额外地设计为可以随时间适应和响应不断变化的规则和条件的学习系统，包括历史上成功和不成功的交互，客户和代理的属性更改以及期望结果的变化。 改善代理匹配和客户满意度，避免不适当或不合需要的资源。

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：US20150326722A1

公开(公告)日：2015-11-12

申请号：US14270550

申请日：2014-05-06

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/42

CPC classification number: H04M3/51 ,  H04M1/651 ,  H04M1/656 ,  H04M3/20 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/0042 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/402 ,  H04M2203/552 ,  H04M2203/558

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract translation: 联络中心通常会记录客户代理人的培训，质量控制和其他用途。 主管通常仅以代理人可以听到（例如，耳语模式）和/或显示在屏幕上的文本消息和可选的文档或其他可由主管向代理提供或共享的内容的语音消息形式进行通信。 。 捕获主管对通信的贡献是为了能够稍后播放或审查通信以包括所有输入，并且能够更全面地了解已经或未被采用的动作。

公开(公告)号：US09179095B2

公开(公告)日：2015-11-03

申请号：US13742981

申请日：2013-01-16

Applicant: Avaya Inc.

Inventor： Ori Modai ,  Yair Wiener

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

CPC classification number: H04N7/15 ,  H04L65/403 ,  H04L65/605

Abstract: Embodiments disclosed herein provide systems and methods for a scalable videoconference system. In a particular embodiment, a method provides receiving a video stream from a party on a videoconference over a communication network. The method further provides transferring the video stream to a processing device of a plurality of processing devices located on one of a plurality of processing boards operatively coupled to each of one or more server processors. The method further provides processing the video stream to generate a processed video stream and transferring the processed video stream for distribution to other parties on the videoconference.

Abstract translation: 本文公开的实施例提供了用于可伸缩视频会议系统的系统和方法。 在特定实施例中，一种方法提供了通过通信网络在视频会议上从一方接收视频流。 该方法还提供将视频流传送到多个处理设备的处理设备，该处理设备位于可操作地耦合到一个或多个服务器处理器中的每一个的多个处理板之一上。 该方法进一步提供处理视频流以生成经处理的视频流并传送处理后的视频流，以便在视频会议上分配给其他方。

公开(公告)号：US09172809B1

公开(公告)日：2015-10-27

申请号：US14309587

申请日：2014-06-19

Applicant: Avaya Inc.

Inventor： Audris Mockus ,  Randy Hackbarth ,  John Palframan ,  Brett Shockley

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

CPC classification number: H04M3/5235

Abstract: Systems, methods, and computer-readable storage media for predicting escalation risks in customer support contexts. A system implementing the example method can identify instances of customer escalation from a corpus of customer support sales, customer support, and product software development data, and determine, for the instances of customer escalation, sets of trigger conditions that were at least partially responsible for respective instances of customer escalation. Then the system can classify each of the instances of customer escalation by problem type based on the set of trigger conditions to yield classifications, and add the classifications, the sets of trigger conditions, and the instances of customer escalation to a database. Then the system can compare the database to support data to identify customers or support tasks that are likely to be escalated, and the system or a user can allocate additional support resources to proactively prevent escalations.

Abstract translation: 用于预测客户支持环境中的升级风险的系统，方法和计算机可读存储介质。 实施示例方法的系统可以从客户支持销售，客户支持和产品软件开发数据的语料库中识别客户升级的实例，并且为客户升级的实例确定至少部分负责的触发条件集合 客户升级的各自实例。 然后，系统可以根据触发条件集合的问题类型对客户升级的每个实例进行分类，以产生分类，并将分类，触发条件集和客户升级实例添加到数据库。 然后，系统可以比较数据库以支持数据以识别客户或支持可能升级的任务，并且系统或用户可以分配额外的支持资源来主动防止升级。

公开(公告)号：US20150304359A1

公开(公告)日：2015-10-22

申请号：US14255429

申请日：2014-04-17

Applicant: AVAYA INC.

Inventor： Mehmet Balasaygun ,  Joel Ezell ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/105 ,  H04L65/1069

Abstract: Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device.

Abstract translation: 公开了使用企业会话发起协议（SIP）引擎和相关方法，系统和计算机可读介质的Web实时通信（WebRTC）交互式会话的企业策略的应用。 在一个实施例中，一种方法包括通过企业设备的会话令牌转换器接收传入的WebRTC会话描述令牌。 该方法包括通过会话令牌转换器生成输出SIP请求消息。 该方法包括通过会话令牌转换器向企业SIP引擎发送出站SIP请求消息，并通过企业SIP引擎根据传出的SIP请求消息应用企业策略。 该方法包括响应于应用企业策略，向企业设备发送传入的SIP请求消息。 该方法包括通过会话令牌转换器将传入的SIP请求消息转换成输出的WebRTC会话描述令牌，以及向目标设备发送传出的WebRTC会话描述令牌。

公开(公告)号：US09167094B2

公开(公告)日：2015-10-20

申请号：US13786804

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Paul D'Arcy

IPC: H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038 ,  H04M2203/403 ,  H04M2242/24

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract translation: 提供代理协助系统，用于在通话期间向联络中心的代理人提供协助。 代理辅助系统包括监视模块，该监视模块被配置为监视来自联络中心的呼叫的参数。 代理辅助系统还包括一个情绪检测器模块，配置成在呼叫期间检测用户的情绪。 代理辅助系统还包括模式匹配模块，其被配置为基于呼叫的参数和用户在呼叫期间的情绪来确定处理呼叫的代理的脚本，其中脚本向代理提供指令以改善处理 的电话。 代理辅助系统还包括脚本发布模块，其被配置为将脚本发布到处理该呼叫的代理。

公开(公告)号：US20150287062A1

公开(公告)日：2015-10-08

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/02

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract translation: 为了提供反映双方之间通信会话细节的调查，监督双方之间已建立的通信会话的内容。 识别通信会话的内容中的一个或多个主题。 例如，可以监视客户和呼叫中心代理之间的语音通信以识别特定主题，诸如关于汽车保险的讨论。 根据确定的主题，通过将调查主题纳入调查来产生调查。 例如，调查可以包括一个关于他的四轮驱动SUV的客户汽车保险的问题，这是在通话期间讨论的。 然后将调查提交给或发送给通信会议的一方。

公开(公告)号：US20150287039A1

公开(公告)日：2015-10-08

申请号：US14243108

申请日：2014-04-02

Applicant: Avaya, Inc.

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

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.

Abstract translation: 通过利用某些联络中心基础设施组件到零售环境来提供客户帮助。 通常，联络中心有关于零售设置可能提供的各种产品和服务的丰富信息。 然后可以以对话的形式将这些信息提供给客户。 对话可能部分地基于同一或类似项目的联络中心对话。 然后，可以指示客户执行动作，例如在特定位置检索另一个物品。 与联络中心不同，客户的实际存在提供了以监视客户行为的形式接收反馈的机会，以确定客户是否遵守指示。 可选地，可以基于客户的合规性来模仿后续活动。