公开(公告)号：US08903080B2

公开(公告)日：2014-12-02

申请号：US13163669

申请日：2011-06-17

Applicant: Andrew D. Flockhart ,  Joylee Kohler ,  Robert C. Steiner

Inventor： Andrew D. Flockhart ,  Joylee Kohler ,  Robert C. Steiner

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04M3/5238

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an estimated wait time for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out behavior of contact centers.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 这里提出的联络中心提供的能力，除了别的以外，决定了联络中心的资源等待接受服务的联系人的估计等待时间，而不依赖于传统的联络中心先入先出的行为。

公开(公告)号：US08897428B2

公开(公告)日：2014-11-25

申请号：US13538034

申请日：2012-06-29

Applicant: Martin Walker ,  John Costello ,  David Murray

Inventor： Martin Walker ,  John Costello ,  David Murray

IPC: G06F15/173 ,  H04M3/51 ,  H04L12/26 ,  H04M3/42 ,  H04L29/06 ,  H04L12/24

CPC classification number: H04M3/42221 ,  H04L41/069 ,  H04L43/00 ,  H04L65/605 ,  H04M3/51

Abstract: A device for recording the content of live communications sessions allocates each session with a unique identifier which is also communicated to a server, exchange, switch or endpoint having control of that session. A log of events occurring in the session is updated with the unique identifier of the recorded content, and following the session, the log of events is communicated to the recording device, indexed under the unique identifier, and stored with the recorded content of the session itself.

Abstract translation: 用于记录实况通信会话内容的设备为每个会话分配唯一​​的标识符，该标识符也被传送到具有该会话控制的服务器，交换机，交换机或端点。 在会话中发生的事件日志用记录的内容的唯一标识符更新，并且在会话之后，将事件的日志传送到记录设备，以唯一的标识符索引，并与记录的会话的内容一起存储 本身。

公开(公告)号：USD716836S1

公开(公告)日：2014-11-04

申请号：US29446432

申请日：2013-02-22

Applicant: Avaya Inc.

Designer： Deep Subhash Pai ,  Jaydeep Deepak Bhalerao

公开(公告)号：US08881245B2

公开(公告)日：2014-11-04

申请号：US13630137

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Dara Geary ,  Tony McCormack

IPC: G06F7/04 ,  G06F15/16 ,  G06F17/30 ,  H04L29/06

CPC classification number: G06F21/36

Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.

Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。

公开(公告)号：US08879701B2

公开(公告)日：2014-11-04

申请号：US13447254

申请日：2012-04-15

Applicant: Mohan Vinayak Phadnis ,  Sreekanth Subrahmanya Nemani

Inventor： Mohan Vinayak Phadnis ,  Sreekanth Subrahmanya Nemani

IPC: H04M1/57

CPC classification number: H04M3/42042 ,  H04M2203/2061

Abstract: Embodiments provide caller information in multiple languages to multiple receiving communication devices. In one embodiment, the method includes receiving a call request from a sending endpoint communication device connected to a network. Caller identification information associated with the call request is obtained, where the caller identification information includes one or more identifications associated with the sending endpoint communication device. Each identification specifies the same content in a different language. The call request and at least one of the identifications are transmitted over the network to be received by receiving endpoint communication devices connected to the network. Each receiving endpoint communication device can output at least one of the received identifications specified in a language designated for use by that receiving endpoint communication device.

Abstract translation: 实施例将多种语言的呼叫者信息提供给多个接收通信设备。 在一个实施例中，该方法包括从连接到网络的发送端点通信设备接收呼叫请求。 获得与呼叫请求相关联的呼叫者识别信息，其中呼叫者识别信息包括与发送端点通信设备相关联的一个或多个标识。 每个标识用不同的语言指定相同的内容。 呼叫请求和至少一个标识通过网络发送以由接收到连接到网络的端点通信设备接收。 每个接收端点通信设备可以输出由指定供该接收端点通信设备使用的语言中指定的接收到的标识中的至少一个。

公开(公告)号：US08873737B2

公开(公告)日：2014-10-28

申请号：US13041855

申请日：2011-03-07

Applicant: Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

Inventor： Thomas Moran ,  David Murray ,  John Costello ,  Peter Flannery ,  Hugh Tynan ,  Enda Dooley

IPC: H04M3/523 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5141 ,  H04M2201/40

Abstract: A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents.

Abstract translation: 公开了一种用于在联系人和联络中心的代理之间路由通信会话的系统。 该系统被布置成将多于一个的触点同时连接到能够同时处理多个触点的联络中心的代理。 通常，触点包括非语音触点。系统被布置成获得与各种代理相关联的相应的时变特性，其指示代理未被占用且代理完全占用处理联系人之间的代理的中间活动级别。 在联络中心收到的新联系人至少部分地基于代理商的时变特征路由到代理。

公开(公告)号：US08873403B2

公开(公告)日：2014-10-28

申请号：US13401060

申请日：2012-02-21

Applicant: Jean Meloche

Inventor： Jean Meloche

IPC: H04L1/00 ,  H04L12/26 ,  H04J1/16 ,  H04J3/14 ,  H04L12/24

CPC classification number: H04L12/2469 ,  H04L41/00 ,  H04L41/50 ,  H04L41/5012 ,  H04L43/50 ,  H04L47/2408

Abstract: Systems, methods, and non-transitory computer-readable storage media for performing automatic Differentiated Services Code Point tracing for XoIP elements. A system configured as an agent maintains a cache of destination network addresses based on prior network communications. Then, the system identifies a destination network address to test. The system can identify the destination network address to test based on the cache of destination network addresses. The cache can include additional information, such as network test results, traffic information, port numbers, DSCP trace value, measurements of traffic protection, service provider information, etc. Next, the system automatically sends to the destination network address a network test configured to determine a Differentiated Services Code Point trace. The system can perform the network test for any type of network traffic and port.

Abstract translation: 用于为XoIP元素执行自动差分服务代码点跟踪的系统，方法和非暂时计算机可读存储介质。 配置为代理的系统基于先前的网络通信维护目的地网络地址的高速缓存。 然后，系统识别要测试的目标网络地址。 系统可以基于目标网络地址的缓存来识别要测试的目标网络地址。 缓存可以包括网络测试结果，流量信息，端口号，DSCP跟踪值，流量保护测量，服务提供商信息等附加信息。接下来，系统自动向目标网络地址发送网络测试，配置为 确定差分服务代码点跟踪。 系统可以对任何类型的网络流量和端口进行网络测试。

公开(公告)号：US08868406B2

公开(公告)日：2014-10-21

申请号：US12978983

申请日：2010-12-27

Applicant: Vikranth Babu Tirumalachetty ,  Krishna Kishore Dhara ,  Venkatesh Krishnaswamy ,  Eunsoo Shim ,  Xiaotao Wu

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

IPC: G06F17/27

CPC classification number: G06F17/2745

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for identifying document topics. A system configured to practice the method receives a document from a corpus of documents, learns interpersonal relationships of users associated with the document, performs a lexical analysis of the document, and, based on the interpersonal relationships of the users and the lexical analysis, identifying a topic for the document. The approaches disclosed herein can integrate user-people relationships to identify topics for documents with low lexical or high contextual content. The system can learn this user-people relationship from context. The system uses this learned behavior to identify communication documents correctly. Another aspect is the separation of the two phases. The system overlays the learned model on the lexical topic analysis, allowing the system to capture user-defined topics and user behavior that is learned from other factors such as medium (calls, events, etc) or user preferences.

Abstract translation: 本文公开了用于识别文档主题的系统，方法和非暂时的计算机可读存储介质。 配置为实施该方法的系统从文档语料库接收文档，学习与文档相关联的用户的人际关系，对文档进行词法分析，并且基于用户的人际关系和词汇分析，识别 该文档的主题。 本文公开的方法可以将用户 - 人员关系集成以识别具有低词汇或高语境内容的文档的主题。 该系统可以从上下文中学习这个用户与人的关系。 系统使用此学习行为来正确识别通信文档。 另一方面是分离两相。 该系统将学习的模型覆盖在词汇主题分析上，从而允许系统捕获用户定义的主题和从诸如中等（呼叫，事件等）或用户偏好等其他因素学习的用户行为。

公开(公告)号：US08867717B2

公开(公告)日：2014-10-21

申请号：US13794271

申请日：2013-03-11

Applicant: Avaya Inc.

Inventor： Joel M. Ezell ,  Ming Hou ,  Stephen Durney

IPC: H04M3/42 ,  H04M3/54

CPC classification number: H04M3/42127 ,  H04M3/548 ,  H04M2203/1016 ,  H04M2203/257

Abstract: A communication system, method, and components are described. Specifically, a communication method is disclosed which enables a media device and control device to be dynamically paired to one another and a control link call to be established between the media device and the control device. The control link call can be utilized to permit the media device to be controlled by the control device while the media device exchanges media with a communication device operated by another user.

Abstract translation: 描述了通信系统，方法和组件。 具体地，公开了一种通信方法，其使媒体设备和控制设备能够彼此动态配对，并且在媒体设备和控制设备之间建立控制链路呼叫。 控制链路呼叫可以用于允许媒体设备由控制设备控制，同时媒体设备与由另一个用户操作的通信设备交换媒体。

公开(公告)号：US08867518B2

公开(公告)日：2014-10-21

申请号：US12112496

申请日：2008-04-30

Applicant: Mathilde Benveniste

Inventor： Mathilde Benveniste

IPC: H04B7/212 ,  H04B7/216 ,  H04J3/06 ,  H04J3/00 ,  H04J3/16 ,  H04W74/08 ,  H04W84/12

CPC classification number: H04W74/085 ,  H04W74/0816 ,  H04W84/12

Abstract: A method, apparatus and computer program product for the express forwarding bypass are presented. A timer (NAV) is maintained at each respective node of a wireless LAN, the timer (NAV) set to a corresponding time period during which the respective node must refrain from transmitting on a channel. The first node of said plurality of nodes has a time-critical (TC) frame. The first node detects a frame to be express-forwarded by a second node. The first node decrements the duration field by a first predetermined time increment (DT0) before setting its NAV. The first node attempts transmission of the TC frame or back off countdown when the NAV of said first node expires.

Abstract translation: 提出了一种用于快速转发旁路的方法，装置和计算机程序产品。 定时器（NAV）被保持在无线LAN的每个相应节点处，定时器（NAV）被设置为相应节点必须避免在信道上发送的对应时间段。 所述多个节点的第一节点具有时间关键（TC）帧。 第一节点检测到由第二节点表示转发的帧。 在设置其NAV之前，第一节点将持续时间字段减小第一预定时间增量（DT0）。 当所述第一节点的NAV到期时，第一节点尝试传输TC帧或退回倒计时。