公开(公告)号：US20150074170A1

公开(公告)日：2015-03-12

申请号：US14023270

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine A. Sobus

IPC: H04L12/24

CPC classification number: H04M3/5232 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/107 ,  H04M2201/14 ,  H04M2203/402

Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.

Abstract translation: 在联络中心收到交易。 交易可以是电子邮件，来电，去电，视频通话，短信等。 决定处理交易的最佳代理人。 确定最佳代理人处理交易的时间。 该时间可以基于代理人将能够基于回调时间或任何标准来处理该事务的预计时间。 搜索最佳代理的时间表。 最佳代理的时间表包含一个可移动的事件。 可移动事件可以是可重新安排的任何事件，例如休息。 当确定最佳代理人处理交易的时间在可移动事件期间和/或接近可移动事件时，重新安排可移动事件以允许最佳代理人处理交易。

公开(公告)号：US20150073775A1

公开(公告)日：2015-03-12

申请号：US14024334

申请日：2013-09-11

Applicant: Avaya, Inc.

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

IPC: G06F17/27

CPC classification number: G06F17/2785 ,  G05B13/048 ,  G06F17/10 ,  G06F17/27 ,  H04N21/251

Abstract: The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message.

Abstract translation: 消息本身可能无法获取消息的情绪。 然而，许多消息具有相关联的上下文，其提供用于确定消息的情绪的信息。 消息可以包括指向其他​​资源的链接，诸如图形或视频，其又包括标题，评论，观看者评级或可能提供消息的情绪的其他属性。

公开(公告)号：US20150071415A1

公开(公告)日：2015-03-12

申请号：US14025674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/18

Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.

Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。

公开(公告)号：US20150043727A1

公开(公告)日：2015-02-12

申请号：US13963650

申请日：2013-08-09

Applicant: Avaya Inc.

Inventor： Pritesh Mistry

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5158 ,  H04M3/5175

Abstract: Contact centers, such as outbound call centers, are provided with means by which they may attempt to contact individuals at a time and via a channel preferred by the contact. A history of prior contact interactions is used as one means to establish a preferred contact time and channel. With a preferred contact time and/or channel established, the contact center may attempt to reach the contact with a decreased likelihood of the attempt being consider a nuisance.

Abstract translation: 联络中心，例如外拨呼叫中心，可提供一种方法，通过这些方式，他们可以一次尝试联系个人，并通过联系人优选的频道。 使用先前接触相互作用的历史作为建立优选接触时间和通道的一种手段。 在建立了优选的接触时间和/或通道的情况下，联络中心可能试图以尝试被考虑为妨扰的可能性降低到达接触。

公开(公告)号：US20150043726A1

公开(公告)日：2015-02-12

申请号：US13963843

申请日：2013-08-09

Applicant: Avaya Inc

Inventor： Robert C. Steiner

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

Abstract translation: 提供联络中心，方法和机制，用于使用有条件地扩展可选资源池的属性将工作项目分配给资源。 首先对工作项目进行任何必需的，优选的和条件的属性分析，然后排队在多个资源属性集中进行工作分配。 通过考虑工作项目的分析属性和资源之间的匹配，同时观察替代分配条件，将工作项目分配给资源。 当满足时，替代分配条件导致工作项目在其他资源属性集中排队，从而扩展可选资源池。 一旦分配，工作项可以从工作任务中未选择的队列中删除。

公开(公告)号：US20150006610A1

公开(公告)日：2015-01-01

申请号：US13931967

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04L29/08

CPC classification number: H04L67/02 ,  H04L65/103

Abstract: Virtual Web Real-Time Communications (WebRTC) gateways, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing a virtual WebRTC gateway comprises instantiating a virtual WebRTC agent corresponding to a WebRTC client, and instantiating a virtual non-WebRTC agent corresponding to a non-WebRTC client. The method further comprises establishing a WebRTC interactive flow between the virtual WebRTC agent and the WebRTC client, and establishing a non-WebRTC interactive flow between the virtual non-WebRTC agent and the non-WebRTC client. The method also comprises directing a content of the WebRTC interactive flow to the non-WebRTC interactive flow, and a content of the non-WebRTC interactive flow to the WebRTC interactive flow, via the virtual WebRTC agent and the virtual non-WebRTC agent. In this manner, the virtual WebRTC gateway may provide interoperability between otherwise-incompatible WebRTC clients and non-WebRTC clients.

Abstract translation: 本文公开了虚拟Web实时通信（WebRTC）网关以及相关方法，系统和计算机可读介质。 在一个实施例中，提供虚拟WebRTC网关的方法包括实例化与WebRTC客户端相对应的虚拟WebRTC代理，以及实例化与非WebRTC客户端对应的虚拟非WebRTC代理。 该方法还包括在虚拟WebRTC代理和WebRTC客户端之间建立WebRTC交互流，以及在虚拟非WebRTC代理与非WebRTC客户端之间建立非WebRTC交互流。 该方法还包括通过虚拟WebRTC代理和虚拟非WebRTC代理将WebRTC交互流的内容引导到非WebRTC交互流，以及将非WebRTC交互流的内容引导到WebRTC交互流。 以这种方式，虚拟WebRTC网关可以在不兼容的WebRTC客户端和非WebRTC客户端之间提供互操作性。

公开(公告)号：US20150006216A1

公开(公告)日：2015-01-01

申请号：US13930652

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Gene Uba ,  Robert C. Steiner

IPC: G06Q10/10

CPC classification number: G06Q10/1093

Abstract: A contact center is provided with the ability to efficiently and effectively execute strategy rules by referencing and comparing schedules of contact center entities. The contact center includes a scheduling module configured to convert a textual calendar description of an entity into rich calendar information for that entity. The rich calendar information may include one or more values that define or describe an event type in the entity's textual calendar description and the one or more values may further be used in connection with making work item routing decisions in the contact center.

Abstract translation: 通过参考和比较联络中心实体的时间表，联络中心具有有效和有效地执行策略规则的能力。 该联络中心包括调度模块，该调度模块被配置为将该实体的文本日历描述转换为该实体的丰富日历信息。 富日历信息可以包括定义或描述实体的文本日历描述中的事件类型的一个或多个值，并且一个或多个值可以进一步用于在联络中心中进行工作项路由决定。

公开(公告)号：US20150003454A1

公开(公告)日：2015-01-01

申请号：US13931762

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Deepak Ramesh ,  Luigi Simonetti

IPC: H04L12/721 ,  H04L12/741

CPC classification number: H04L45/12 ,  H04L45/66 ,  H04L45/74

Abstract: Methods, systems and computer readable media for default gateway redundancy support across SPB networks are described. In some implementations, the method can include enabling peer network information exchange on a per-network basis between a plurality of switches in a network and advertising a first address and a second address from each switch in the plurality of switches to the other switches. The method can also include storing, at each switch, the first address and the second address received from the other switches in the plurality of switches. The method can further include routing, at a first switch, traffic for a second switch when the first switch detects that the traffic can be routed more efficiently without being sent to the second switch.

Abstract translation: 描述了用于跨SPB网络的默认网关冗余支持的方法，系统和计算机可读介质。 在一些实现中，该方法可以包括在网络中的多个交换机之间的每个网络基础上启用对等网络信息交换，并且将多个交换机中的每个交换机的第一地址和第二地址从第一地址和第二地址广播到其他交换机。 该方法还可以包括在每个交换机处存储从多个交换机中的其他交换机接收的第一地址和第二地址。 该方法还可以包括当第一交换机检测到可以更有效地路由业务而不被发送到第二交换机时，在第一交换机处路由用于第二交换机的业务。

公开(公告)号：US08923503B2

公开(公告)日：2014-12-30

申请号：US13865226

申请日：2013-04-18

Applicant: Avaya Inc.

Inventor： Robin H. Foster ,  Hongguang Li ,  Lynn R. Smith ,  Katherine A. Sobus

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/523 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2203/408 ,  H04M2242/06

Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Abstract translation: 公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。 根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在 在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。 呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自 代理与代理完成维修通话所需的实际时间相比。

公开(公告)号：US20140379587A1

公开(公告)日：2014-12-25

申请号：US13922346

申请日：2013-06-20

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: G06Q30/00

CPC classification number: H04M3/51 ,  G06Q10/10 ,  H04M2203/402

Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.

Abstract translation: 与墙板和移动设备的基于邻近的交互创建了一个交互式和有效的通信模型，有效地利用了联络中心与其代理商和主管之间的空间和通信机会。 该系统提供动态的，基于邻近的位置服务，包括代理的显示和主管的实时消息功能。