公开(公告)号：US20140376710A1

公开(公告)日：2014-12-25

申请号：US13925024

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/523 ,  H04M2203/401

Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract translation: 提供了一种用于提高联络中心内的性能的方法和系统。 该方法包括监视与具有与其相关联的一个或多个代理的联络中心对应的一个或多个关键绩效指标（KPI）。 该方法还包括基于分配给每个关键性能指标的权重来确定KPI的加权和。 此外，该方法包括修改联络中心内的一个或多个参数，以便当KPI的加权和跨越超过阈值水平时改善KPI的加权和。

公开(公告)号：US08917602B2

公开(公告)日：2014-12-23

申请号：US14071963

申请日：2013-11-05

Applicant: Avaya Inc.

Inventor： Jean Meloche

IPC: H04L1/00 ,  H04L12/26 ,  H04L12/851 ,  H04L12/28 ,  G06F15/173

CPC classification number: H04L47/2408 ,  H04L43/50

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for determining rogue traffic using flow statistics and a list of authorized media engines. A system configured according to this disclosure receives data associated with a group of packets in a media queue, such as the source network address where the packets originated, the destination network address for the packets, and an indication of an associated queue for the packets. The system then verifies the data received by comparing the source network address to a list of network addresses of known media engines. The system further verifies that the indication of an associated queue for the packets is correct for the packets. Should the system detect failure in the verification of known media engines or the verification of indication of associated queues, the system generates a notification.

Abstract translation: 本文公开了用于使用流统计和授权媒体引擎的列表来确定流氓流量的系统，方法和非暂时的计算机可读存储介质。 根据本公开配置的系统接收与媒体队列中的一组分组相关联的数据，例如分组发起的源网络地址，分组的目的地网络地址以及分组的相关队列的指示。 然后，系统通过将源网络地址与已知媒体引擎的网络地址列表进行比较来验证所接收的数据。 该系统进一步验证分组的关联队列的指示对于分组是正确的。 如果系统检测到已知的媒体引擎的验证失败或验证相关队列的指示，系统将生成通知。

公开(公告)号：US20140372909A1

公开(公告)日：2014-12-18

申请号：US13920388

申请日：2013-06-18

Applicant: Avaya Inc.

Inventor： John F. BUFORD ,  Kundan SINGH ,  Venkatesh KRISHNASWAMY

IPC: G06F3/0481 ,  H04L29/06

CPC classification number: G06F3/0481 ,  G06Q10/00 ,  G06Q10/109 ,  G06Q50/01 ,  H04L65/403

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing meeting roster awareness for participants in a conference. An example system configured to practice this method can first identify participants in a conference, and retrieve, from a source external to the conference, information describing relationships between the participants. Then the system can compute, based on the information, a relationship graph assigning a relationship strength for at least two of the participants. The system provides an indication of the relationship strength to one of the participants, such as providing an indication of relationships of which other participants are not aware. Sources external to the conference can include a social network, a communication history, an organizational chart, a directory, or group membership, for example.

Abstract translation: 本文公开了用于为会议中的参与者提供会议名单感知的系统，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示例系统可以首先识别会议中的参与者，并从会议的外部来源检索描述参与者之间的关系的信息。 然后，该系统可以基于该信息计算一个关系图，该关系图为至少两个参与者分配关系强度。 该系统提供与参与者之一的关系强度的指示，例如提供其他参与者不知道的关系的指示。 会议外部的源可以包括例如社交网络，通信历史，组织图，目录或组成员资格。

公开(公告)号：US20140355409A1

公开(公告)日：2014-12-04

申请号：US13904671

申请日：2013-05-29

Applicant: Avaya, Inc.

Inventor： Deborah Ellen Fitzgerald ,  Srikanth Keesara

IPC: H04L12/703

CPC classification number: H04L45/28 ,  H04L45/22

Abstract: A method, apparatus and computer program product for debugging private Virtual Local Area Networks (VLANs) is provided. In a Connectivity Fault Management (CFM) domain wherein a primary Virtual Local Area Network (VLAN) includes promiscuous ports and wherein a secondary VLAN includes isolated ports, a determination is made at a first network device whether a CFM packet is received on a primary VLAN or a secondary VLAN. When the CFM packet is received on a secondary VLAN, then the CFM packet is responses to on the primary VLAN.

Abstract translation: 提供了一种用于调试专用虚拟局域网（VLAN）的方法，设备和计算机程序产品。 在其中主要虚拟局域网（VLAN）包括混杂端口并且其中辅助VLAN包括隔离端口的连接故障管理（CFM）域中，在第一网络设备处确定在主VLAN上是否接收到CFM分组 或辅助VLAN。 CFM报文在Secondary VLAN上接收到报文，则CFM报文在主VLAN上响应。

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：US20140314212A1

公开(公告)日：2014-10-23

申请号：US13867769

申请日：2013-04-22

Applicant: AVAYA INC.

Inventor： Jon Bentley ,  Paul Roller Michaelis ,  Mark Fletcher

IPC: H04M3/51

CPC classification number: H04M3/5116 ,  G06F19/3418 ,  G16H15/00 ,  G16H50/20 ,  H04M2201/40 ,  H04M2201/50 ,  H04M2203/1075 ,  H04M2203/2038

Abstract: A Public Safety Answering Point (PSAP) is configured to enable the detection of one or more clinical signs associated with a caller. The clinical signs may include both auditory and visual clinical signs and may be detected by analyzing a portion of the call information to determine one or more characteristics associated with the call information and comparing the one or more determined characteristics to known clinical sign characteristics. The PSAP may additionally or alternatively utilize the detection of the clinical signs to assist and/or provide an advisory recommendation in the decision of which, if any first responder resources should be dispatched; the recommendation may include which resources and at what priority the resources should be dispatched.

Abstract translation: 公共安全应答点（PSAP）被配置为能够检测与呼叫者相关联的一个或多个临床体征。 临床体征可以包括听觉和视觉临床体征，并且可以通过分析呼叫信息的一部分来确定与呼叫信息相关联的一个或多个特征并将一个或多个确定的特征与已知临床体征特征进行比较来检测。 PSAP可以附加地或替代地利用临床体征的检测来帮助和/或提供在决定中的咨询建议，哪个应该发送第一响应者资源; 该建议可能包括哪些资源和哪些优先资源应该发送。

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：US20140308970A1

公开(公告)日：2014-10-16

申请号：US13861485

申请日：2013-04-12

Applicant: AVAYA INC.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Doree D. Seligmann ,  Navjot Singh

IPC: H04W4/02

CPC classification number: H04W4/02 ,  H04W4/16 ,  H04W16/22

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract translation: 本文公开的实施例提供了用于通过通信设备将用户动态地引导到目标会话区域的系统和方法。 在特定实施例中，一种方法提供接收呼叫请求以与通信设备建立呼叫并确定通信设备的位置。 该方法还提供基于通信设备的位置来确定通信设备的用户参与呼叫的目标会话区域。 该方法还提供将用户引导到目标对话区域。

公开(公告)号：US20140304343A1

公开(公告)日：2014-10-09

申请号：US14047812

申请日：2013-10-07

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker

IPC: H04L12/58

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括贬损或恶意内容。 该系统可以查看消息，将消息识别为恶意，并将该标签识别为社交媒体挑衅者。 然后系统可以自动响应恶意内容。 此外，该系统可以通过执行一个或多个自动化程序来防止所识别的社交媒体挑衅者的未来恶意行为。