公开(公告)号：US09154626B2

公开(公告)日：2015-10-06

申请号：US13836038

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。

公开(公告)号：US09152681B2

公开(公告)日：2015-10-06

申请号：US13899286

申请日：2013-05-21

Applicant: Avaya Inc.

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

IPC: G06F17/30 ,  H04L29/12 ,  H04L29/08

CPC classification number: G06F17/30554 ,  H04L29/12594 ,  H04L61/30 ,  H04L67/22

Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

Abstract translation: 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文重要的，则来自公共记录的别名和用户帐户数据和/或用户数据基于关键字和/或事件相关联，并且将相关通知发送到代理，代理或联系人 中心系统。 代理或代理可以验证海报的身份是否已经与数据库中的客户记录或公共记录中的用户数据精确地相关。 代理商，代理机构或系统有机会回应通信，尽管社交网站上的海报匿名。

公开(公告)号：US20150281451A1

公开(公告)日：2015-10-01

申请号：US14230575

申请日：2014-03-31

Applicant: Avaya Inc.

Inventor： Hiten Sampat Gajjar

IPC: H04M3/51 ,  H04L29/12

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

Abstract: System and method to detect misconfiguration in a contact center, the method including: assigning, by a processor coupled to a memory, a workstation IP address to an agent workstation in the contact center; receiving a workstation login request from an agent; associating the workstation IP address to the agent; receiving an application program login request from an agent; extracting a source IP address for the application program login request; comparing the workstation IP address to the source IP address for the application program login request; and allowing agent access if the workstation IP address matches the source IP address for the application program login request.

Abstract translation: 用于检测联络中心中的配置错误的系统和方法，所述方法包括：通过耦合到存储器的处理器将工作站IP地址分配给所述联络中心中的代理工作站; 从代理接收工作站登录请求; 将工作站IP地址与代理关联起来; 从代理接收应用程序登录请求; 提取应用程序登录请求的源IP地址; 将工作站IP地址与应用程序登录请求的源IP地址进行比较; 并且如果工作站IP地址与应用程序登录请求的源IP地址匹配，则允许代理访问。

公开(公告)号：US20150264310A1

公开(公告)日：2015-09-17

申请号：US14624243

申请日：2015-02-17

Applicant: Avaya Inc.

Inventor： Venkatesh Krishnaswamy ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04N7/14 ,  H04L29/06

Abstract: Conferences are a popular way to hold meetings and presentations when the participants are not required to be physically together. However, the quality of a conference can vary based on a particular user's endpoint configuration, connection, network, conference content, and other factors. Providing a user with the ability to indicate a quality issue, as determined by the user, allows other users and systems to become aware that a user is experiencing quality issues and optionally take action to correct the issue.

Abstract translation: 会议是一种流行的方式来举行会议和演讲，当参与者不需要身体在一起。 然而，会议的质量可以根据特定用户的端点配置，连接，网络，会议内容和其他因素而变化。 为用户提供指示用户确定的质量问题的能力，允许其他用户和系统意识到用户正在遇到质量问题，并可选择采取行动来纠正问题。

公开(公告)号：US20150264148A1

公开(公告)日：2015-09-17

申请号：US14513362

申请日：2014-10-14

Applicant: Avaya Inc.

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

IPC: H04L29/08

CPC classification number: H04L67/12 ,  H04W4/21 ,  H04W4/70 ,  H04W12/08

Abstract: Contact centers often have a significant pool of troubleshooting information related to devices that a customer may own or have access to. Connecting the device to a resource of the contact center presents challenges as customers and device manufacturers are reluctant to provide direct connectivity from the device to a public network, such as the Internet. A customer communication device, such as a smart phone, with an application allows a user to broker a communication between a resource of a contact center and a device. As a benefit, the customer can see and control the types of communication occurring and approve or deny according to their comfort level. When the resource-device session is concluded, the link is terminated and cannot be resumed without again obtaining approval.

Abstract translation: 联络中心通常具有与客户可能拥有或可以访问的设备相关的重要故障排除信息池。 将设备连接到联络中心的资源提供了挑战，因为客户和设备制造商不愿意提供从设备到公共网络（如Internet）的直接连接。 具有应用的诸如智能电话的客户通信设备允许用户代理联络中心的资源和设备之间的通信。 作为一个好处，客户可以根据他们的舒适度来查看和控制发生的通信类型，并批准或拒绝。 当资源设备会话结束时，链接被终止，不能再次获得批准而恢复。

公开(公告)号：US20150261756A1

公开(公告)日：2015-09-17

申请号：US14305636

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  David Skiba

IPC: G06F17/30 ,  H04L12/18

CPC classification number: G06F17/3053 ,  G06Q50/01 ,  H04L51/32

Abstract: A social media network is monitored for postings of a control group. The control group is a group of one or more individuals that posts on a particular topic. The postings of the control group may cover all the postings of each member of the control group for a period of time. A first relative social media score is calculated for the postings of the control group on the social media network. A social media score is calculated for a social media posting of a user or entity on the social media network. The relative social media score for the control group is compared to the social media score for the user or entity to see if there is a significant difference. If there is a significant difference, an agent in a contact center to is identified respond to the social media posting of the user or entity.

Abstract translation: 对社会媒体网络进行监控，以控制组的过帐。 控制组是一组或多个发布特定主题的人员。 控制组的职位可能会覆盖对照组各成员一段时间的所有职位。 针对社交媒体网络上对照组的贴子计算第一个相对社交媒体评分。 针对社交媒体网络上的用户或实体的社交媒体发布计算社交媒体得分。 将对照组的相对社交媒体评分与用户或实体的社交媒体得分进行比较，看是否存在显着性差异。 如果存在显着差异，则确定的联络中心中的代理人对用户或实体的社交媒体发布作出响应。

公开(公告)号：US09137155B2

公开(公告)日：2015-09-15

申请号：US13631975

申请日：2012-09-29

Applicant: Avaya Inc.

Inventor： Deepak Ramesh ,  Vinuta K. S ,  Shyamsunder Natarajan

IPC: H04L1/00 ,  H04L12/721 ,  H04L12/46

CPC classification number: H04L45/66 ,  H04L12/4641 ,  H04L49/354

Abstract: A method, system and computer readable medium for advertising and interoperating Layer 2 VPN services from an access node to a core network. The method can include executing, using one or more processors, a routing protocol on an access node to establish adjacency with a core network node in an access mode. The method can also include mapping, using the one or more processors, an access network Layer 2 service identifier to a core network service identifier. The method can further include advertising, using the one or more processors, a mapping for the L2VPN service to the core network node. The method can also include sending, using the one or more processors, network traffic from the access node to the core network node without core network encapsulation.

Abstract translation: 一种用于从接入节点向核心网络广告和互操作第二层VPN服务的方法，系统和计算机可读介质。 该方法可以包括使用一个或多个处理器执行接入节点上的路由协议以在接入模式下与核心网络节点建立邻接。 该方法还可以包括使用一个或多个处理器将接入网络第2层服务标识符映射到核心网络服务标识符。 所述方法还可以包括使用所述一个或多个处理器将所述L2VPN服务到所述核心网络节点的映射进行广告。 该方法还可以包括使用一个或多个处理器发送从核心网络封装到接入节点到核心网络节点的网络流量。

公开(公告)号：US09106556B2

公开(公告)日：2015-08-11

申请号：US13763840

申请日：2013-02-11

Applicant: Avaya Inc.

Inventor： Gautam Khera ,  Ludovico Stevens ,  Srikanth Keesara

IPC: H04L12/26 ,  H04L12/721

CPC classification number: H04L45/12

Abstract: A method, apparatus and computer program product for providing the use of an external metric as the primary tie-breaker in ISIS route selections is presented. A set of routes are identified that are to be advertised by the router as external routes within a network. The routes are advertised by the router using a Type Length Variable (TLV), wherein the TLV contains metric information to be used as a first tiebreaker when selecting routes. The network is running an Intermediate System To Intermediate System (ISIS) protocol. The TLV includes a 32-bit or a 64-bit administrative tag sub-TLV, the TLV comprising TLV#135, TLV#235, TLV#236, and TLV#237.

Abstract translation: 提出了一种在ISIS路由选择中提供使用外部度量作为主要连接断路器的方法，装置和计算机程序产品。 一组路由器被标识为由路由器作为外部路由在网络中通告。 这些路由由路由器使用类型长度变量（TLV）通告，其中TLV包含在选择路由时要用作第一个破产者的度量信息。 该网络正在运行中间系统到中间系统（ISIS）协议。 TLV包括32位或64位管理标签子TLV，TLV包括TLV＃135，TLV＃235，TLV＃236和TLV＃237。

公开(公告)号：US20150222671A1

公开(公告)日：2015-08-06

申请号：US14472115

申请日：2014-08-28

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Joaquin Omar Alvarado ,  Gordon R. Brunson

IPC: H04L29/06

CPC classification number: H04L65/1096 ,  H04L65/1006 ,  H04L65/1016 ,  H04L65/1069

Abstract: A communication system, method, and components are described. Specifically, a communication system having the ability to carry a transitive context and communicate the transitive context to new participant user agents for continuity through all related call dialogs is disclosed. The transitive context communication is possible through the use of a newly created SIP dialog using a REFER message and/or an INVITE message for all call flows and topology change operations.

Abstract translation: 描述了通信系统，方法和组件。 具体地，公开了具有承载传递上下文的能力的通信系统，并且通过所有相关的呼叫对话将传递上下文传递给新的参与者用户代理以获得连续性。 通过使用针对所有呼叫流和拓扑变化操作的REFER消息和/或INVITE消息的新创建的SIP对话，可传递上下文通信。

公开(公告)号：US09100482B2

公开(公告)日：2015-08-04

申请号：US13926879

申请日：2013-06-25

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/20 ,  H04M3/22 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/20 ,  H04M3/2281 ,  H04M3/42221 ,  H04M2201/42

Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.

Abstract translation: 移动服务观察集成系统有效地利用多功能智能设备，为本地应用提供操作系统支持，并为第三方应用提供应用程序接口支持，允许联络中心与其代理商和主管之间的无缝移动通信。