公开(公告)号：US20150006218A1

公开(公告)日：2015-01-01

申请号：US13928608

申请日：2013-06-27

Applicant: Avaya Inc.

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

IPC: G06Q10/10

Abstract: The present disclosure is related to a meeting scheduling system that can apply an enterprise rule to determine one or more requirements for a scheduled meeting.

Abstract translation: 本公开涉及可以应用企业规则来确定预定会议的一个或多个要求的会议调度系统。

公开(公告)号：US11240215B2

公开(公告)日：2022-02-01

申请号：US15095904

申请日：2016-04-11

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06 ,  H04W12/06 ,  H04L29/08 ,  H04W4/021 ,  H04W12/63

Abstract: A device, system, and method gives temporary control of a user device using location based grants. The method performed by a control server of a third party is performed when the user device is in a predetermined area. The method includes transmitting authentication data to the user device, the authentication data configured to authenticate the third party to the user device, the predetermined area being associated with the third party. The method includes receiving a request from the user device for command data, the command data configured to be executed on the user device to provide the third party with a limited control over the user device while the user device remains in the predetermined area. The method includes transmitting the command data to the user device.

公开(公告)号：US20200218747A1

公开(公告)日：2020-07-09

申请号：US16820268

申请日：2020-03-16

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  Valentine C. Matula ,  David Skiba

IPC: G06F16/332 ,  G06F16/35

Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

公开(公告)号：US10659501B2

公开(公告)日：2020-05-19

申请号：US14319107

申请日：2014-06-30

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06 ,  G06F3/0482 ,  H04L29/08 ,  H04M3/493 ,  H04M3/51 ,  G06F3/16

Abstract: Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device.

公开(公告)号：US10425363B2

公开(公告)日：2019-09-24

申请号：US15289736

申请日：2016-10-10

Applicant: AVAYA INC

Inventor： David Skiba ,  Reinhard Klemm ,  Patrick Tendick ,  George W. Erhart ,  Wen-Hua Ju

IPC: H04L12/58 ,  H04M3/42 ,  H04M3/428 ,  H04M3/527

Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.

公开(公告)号：US09674363B1

公开(公告)日：2017-06-06

申请号：US14951196

申请日：2015-11-24

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  David Skiba

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q50/00 ,  H04M3/523

CPC classification number: H04M3/5191 ,  G06Q50/01 ,  H04M3/5235

Abstract: Associating callers of a contact center with their social media identity may provide mutual benefits to the caller and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a caller initially calls a contact center, they are prompted, and possibly incentivized, to provide a social media identity. The social media identity may or may not have an affinity with an organization on the social media website. If not, the caller is provided with the opportunity to establish the affinity. If the caller does establish the affinity, the call may be identified as having a positive sentiment or negative sentiment if the caller does not do so. The call, or future calls, with the caller may then be processed accordingly.

公开(公告)号：US20150381533A1

公开(公告)日：2015-12-31

申请号：US14318676

申请日：2014-06-29

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L12/58 ,  G06N5/04

CPC classification number: H04L51/02

Abstract: Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.

Abstract translation: 描述了通过检测和可配置地响应动态变化的活动和行为模式来帮助电子邮件收件人来管理入站电子邮件的技术。 特征是从发送者发送的新电子邮件中提取的，并且用于收件人。 识别与从总体上来自各个发送者和/或多个发送者的消息的处理有关的发送者活动，接收者消息管理行为和/或消息响应行为的一种或多种模式。 通过分析通过从接收者先前接收的电子邮件中提取特征而收集的统计数据来识别模式。 在收件人阅读新电子邮件之前，确定是否存在与识别的图案的任何偏差; 并且如果是，则执行用于处理新消息的预先存在的规则和/或指定来自电子邮件的发送者的至少一些消息的处理的新规则。

公开(公告)号：US20150163358A1

公开(公告)日：2015-06-11

申请号：US14103144

申请日：2013-12-11

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  George Erhart ,  Lee Becker ,  David Skiba

IPC: H04M3/493 ,  H04M3/42 ,  G06F17/28

CPC classification number: G06Q30/01 ,  G06F17/2881

Abstract: Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.

Abstract translation: 联络中心可以结合自动化代理来回应查询。 查询可以征求实质性答复，例如，提供询问要求航班起飞时间的时间。 这样的答复省略了用于修饰个人对人对话的正常对话主题，并且出现非常类似机器。 这里，访问诸如社交媒体网站，客户数据库或其他数据的用户上下文来源。 然后可以识别客户的某些方面并用于用附加和/或替代内容来修饰该回复。 因此，答复可能会更多的对话。

公开(公告)号：US09008689B2

公开(公告)日：2015-04-14

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：US11188879B2

公开(公告)日：2021-11-30

申请号：US16434322

申请日：2019-06-07

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/10 ,  G06F16/50 ,  G06F16/60 ,  G06Q50/00

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.