公开(公告)号：US20140258889A1

公开(公告)日：2014-09-11

申请号：US13788071

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Gaurav Moreshwar Badge ,  Deep Subhash Pai

IPC: G06F3/0484

CPC classification number: G06F17/30873

Abstract: Embodiments described herein provide systems and methods for presenting contextual information in a co-browsing environment. In a particular embodiment, a method provides receiving an instruction in a co-browsing server to initiate a co-browsing session for a website with a first client and a second client. The method further provides determining contextual information related to a user of the first client and the website. The method further provides presenting the website at the first client and presenting the website at the second client, wherein an indication of the contextual information is overlaid on the website at the second client.

Abstract translation: 本文描述的实施例提供了用于在共同浏览环境中呈现上下文信息的系统和方法。 在特定实施例中，一种方法提供在共同浏览服务器中接收指令以发起具有第一客户端和第二客户端的网站的共同浏览会话。 该方法还提供确定与第一客户端和网站的用户相关的上下文信息。 该方法还提供在第一客户端呈现网站并在第二客户端呈现网站，其中上下文信息的指示覆盖在第二客户端的网站上。

公开(公告)号：US20140254790A1

公开(公告)日：2014-09-11

申请号：US13789190

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US20140254776A1

公开(公告)日：2014-09-11

申请号：US13786841

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Dara Geary

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/493 ,  H04M3/5234 ,  H04M2203/556

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。

公开(公告)号：US08831198B1

公开(公告)日：2014-09-09

申请号：US13908812

申请日：2013-06-03

Applicant: Avaya Inc.

Inventor： Jinson Abraham

IPC: H04M3/42 ,  H04M3/56

CPC classification number: H04M3/563 ,  H04M2203/5054 ,  H04M2203/6081

Abstract: The system and method store an address of a communication device (e.g., a telephone number). A system access code of a user and a user access code are also stored (e.g., in a profile). The user access code is associated with the system access code. The user access code is used to simplify access to a conference. A call request with the address is received from the communication device to join a conference. In response to receiving the call request to join the conference, a request for a conference access code is sent to the user. The conference access code is received from the user. In response to receiving the conference access code, the conference access code is compared with the user access code. In response to the conference access code and the user access code matching, the user is logged into the conference using the system access code.

Abstract translation: 系统和方法存储通信设备的地址（例如，电话号码）。 还存储用户的系统访问代码和用户访问代码（例如，在简档中）。 用户访问代码与系统访问代码相关联。 用户访问代码用于简化对会议的访问。 从通信设备接收到具有该地址的呼叫请求以加入会议。 响应于接收到加入会议的呼叫请求，向用户发送会议访问码的请求。 会议接入码从用户接收。 响应于接收会议接入码，将会议接入码与用户接入码进行比较。 响应于会议访问代码和用户访问代码匹配，用户使用系统访问代码登录会议。

公开(公告)号：US08830998B2

公开(公告)日：2014-09-09

申请号：US13242422

申请日：2011-09-23

Applicant: Srikanth Keesara ,  Gautam Khera ,  Rama Apalla

Inventor： Srikanth Keesara ,  Gautam Khera ,  Rama Apalla

IPC: H04L12/28

CPC classification number: H04L45/66

Abstract: Techniques disclosed herein include systems and methods for providing a scalable solution to transmit edge IP Multicast sender information in a Shortest Path Bridging (SPB) network. Control information is exchanged between Ingress Backbone Edge Bridges and Egress Backbone Edge Bridges Such control messages do not cause path computations at Backbone Core Bridges within the SPB network. Such exchanges of control messages trigger sending SPB specific Intermediate System To Intermediate System (IS-IS) TLV control message with path computation information via IS-IS control messages. This second set of control messages is exchanged within the SPB network and includes source-specific multicast stream information that is used by Backbone Core Bridges to establish a multicast forward state and compute multicast forwarding paths. By separating edge and routing information, IP multicasting functionality within the SPB is provided while enabling scaling and new edge multicasting applications.

Abstract translation: 本文公开的技术包括用于提供可扩展解决方案以在最短路径桥接（SPB）网络中传送边缘IP多播发送者信息的系统和方法。 Ingress Backbone Edge Bridges与出口Backbone Edge Bridge之间交换控制信息这样的控制消息不会在SPB网络内的Backbone Core Bridges处引起路径计算。 这种交换控制消息通过IS-IS控制消息触发发送SPB特定的具有路径计算信息的中间系统到中间系统（IS-IS）TLV控制消息。 该第二组控制消息在SPB网络内进行交换，包括由Backbone Core Bridges用于建立组播转发状态并计算组播转发路径的源特定组播流信息。 通过分离边缘和路由信息，提供SPB内的IP组播功能，同时实现缩放和新的边缘多播应用。

公开(公告)号：US08830033B1

公开(公告)日：2014-09-09

申请号：US11197291

申请日：2005-08-04

Applicant: Guy Michael Anyon Farguharson Duxbury ,  Alan Graves ,  Brian Johnson ,  Jeffrey Fitchett ,  Peter Ashwood Smith

Inventor： Guy Michael Anyon Farguharson Duxbury ,  Alan Graves ,  Brian Johnson ,  Jeffrey Fitchett ,  Peter Ashwood Smith

IPC: G08B5/22 ,  H04Q1/30

CPC classification number: H04M1/72572 ,  H04M1/72577

Abstract: An active EMI shield for protecting medical instruments from mobile RF emitters uses RFID tags and tag readers to facilitate identification of an RF emitter entering the EMI shield. Clinicians and mobile RF emitters are tagged with RFIDs that indicate their identity, and possibly RF power level. Medical instruments are either tagged with RFIDs that indicate their identity and susceptibility to EMI, or equipped with RFID readers/EMI sensors. The proximity of the RF emitter relative to the medical instrument in terms of power density can then be determined by either position-sensitive RFID readers or the EMI sensors affixed to the medical instruments. The shield is executed by signaling to the tagged RF emitter when it reaches a predetermined proximity relative to the medical instrument.

Abstract translation: 用于保护医疗器械免受移动RF发射器的有源EMI屏蔽层使用RFID标签和标签读取器来促进进入EMI屏蔽的射频发射器的识别。 临床医生和移动射频发射器都标有RFID，这些RFID标志着他们的身份，以及可能的射频功率电平。 医疗器械标有RFID标签，表明其身份和易受EMI影响，或配备RFID阅读器/ EMI传感器。 然后可以通过位置敏感的RFID读取器或固定在医疗器械上的EMI传感器来确定RF发射器在功率密度方面与医疗器械的接近度。 屏蔽通过在标记的RF发射器达到相对于医疗器械的预定接近度时通过信令来执行。

公开(公告)号：US20140250100A1

公开(公告)日：2014-09-04

申请号：US14194274

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06Q10/00

Abstract: A data management system for indexing administrative data of a contact center is disclosed. The data management system includes one or more unified communication devices configured to store the administrative data. The data management system further includes a crawler configured to collect the administrative data from the one or more unified communication devices. The data management system further includes a probing device configured to enable the crawler to communicate and retrieve the administrative data from the one or more unified communication devices. The data management system further includes a temporary database configured to store the collected administrative data; wherein the temporary database stores the collected administrative data in a plurality of flat file tables. The data management system further includes an indexing server configured to index the stored administrative data; wherein the indexed administrative data is searchable through one or more user search queries.

Abstract translation: 公开了一种用于索引联络中心的管理数据的数据管理系统。 数据管理系统包括被配置为存储管理数据的一个或多个统一通信设备。 数据管理系统还包括被配置为从一个或多个统一通信设备收集管理数据的爬行器。 所述数据管理系统还包括被配置为使所述爬行程序能够从所述一个或多个统一通信设备进行通信和检索所述管理数据的探测设备。 数据管理系统还包括配置成存储所收集的管理数据的临时数据库; 其中所述临时数据库将所收集的管理数据存储在多个平面文件表中。 数据管理系统还包括：索引服务器，被配置为索引所存储的管理数据; 其中索引的管理数据可通过一个或多个用户搜索查询进行搜索。

公开(公告)号：US20140250097A1

公开(公告)日：2014-09-04

申请号：US14194260

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06F17/30563 ,  G06F17/3043 ,  G06Q10/10

Abstract: A data management system for indexing reporting data of a contact center is disclosed. The data management system includes one or more reporting systems configured to store the reporting data. The data management system further includes a crawler configured to collect the reporting data from the one or more reporting systems. The data management system further includes one or more plug-in interfaces configured to enable the crawler to retrieve the reporting data from the one or more reporting systems. The data management system further includes an indexing server configured to index and store the collected contact center reporting data.

Abstract translation: 公开了一种用于索引联络中心的报告数据的数据管理系统。 数据管理系统包括被配置为存储报告数据的一个或多个报告系统。 数据管理系统还包括被配置为从一个或多个报告系统收集报告数据的爬行器。 数据管理系统还包括一个或多个插件接口，其被配置为使得爬行程序能够从一个或多个报告系统检索报告数据。 数据管理系统还包括索引服务器，其被配置为索引并存储所收集的联络中心报告数据。

公开(公告)号：US20140250072A1

公开(公告)日：2014-09-04

申请号：US14194222

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06F16/2228 ,  G06F16/275

Abstract: A data management system is provided for facilitating in-memory indexing of data based on certain data access modes. The data management system includes an indexing module for indexing data stored in a data memory as a first data index. The first data index is further provided with a first data access mode, wherein the first data access mode enables the first data index to update itself by providing data write privileges to the first data index. The data management system further includes a synchronizing module for synchronizing a second data index with the first data index, wherein the second data access mode is provided with second data access mode to enable external systems to query data. The data management system further includes an index handling module for interchanging data access modes of the first and the second data indexes based on pre-defined rules.

Abstract translation: 提供了一种数据管理系统，用于促进基于某些数据访问模式的数据内存索引。 数据管理系统包括索引模块，用于将存储在数据存储器中的数据索引为第一数据索引。 第一数据索引还被提供有第一数据访问模式，其中第一数据访问模式使得第一数据索引能够通过向第一数据索引提供数据写入特权来对其自身进行更新。 数据管理系统还包括用于使第二数据索引与第一数据索引同步的同步模块，其中第二数据访问模式被提供有第二数据访问模式以使得外部系统能够查询数据。 数据管理系统还包括索引处理模块，用于根据预先定义的规则交换第一和第二数据索引的数据访问模式。

公开(公告)号：US08824313B2

公开(公告)日：2014-09-02

申请号：US11531910

申请日：2006-09-14

Applicant: Lorraine Denby ,  Colin L. Mallows ,  Jean Meloche

Inventor： Lorraine Denby ,  Colin L. Mallows ,  Jean Meloche

IPC: G01R31/08 ,  G06F11/00 ,  G08C15/00 ,  H04J1/16 ,  H04J3/14 ,  H04L1/00 ,  H04L12/26 ,  H04L12/28

CPC classification number: H04L12/2697 ,  H04L43/50

Abstract: A distributed monitoring system comprises a plurality of agents configured for communication with at least one central server. A given one of the agents obtains measurement data, and applies a statistical test to the measurement data. Based on a result of the statistical test, the given agent determines whether or not an update needs to be sent by the agent to the central server. The agent sends the update to the central server if the determination indicates that the update should be sent.

Abstract translation: 分布式监控系统包括被配置为与至少一个中央服务器进行通信的多个代理。 给定的一个代理获得测量数据，并对测量数据应用统计测试。 基于统计测试的结果，给定代理确定代理是否需要向中央服务器发送更新。 如果确定指示应该发送更新，代理将更新发送到中央服务器。