公开(公告)号：US20170351476A1

公开(公告)日：2017-12-07

申请号：US15173394

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F3/14 ,  G06F3/0482 ,  G06F3/0481 ,  G06F3/0484 ,  G06F3/16

CPC classification number: G06F3/1454 ,  G06F3/1423 ,  G06F3/165 ,  G06F3/167 ,  G09G2370/16

Abstract: Systems and methods for creating a private interaction space within an existing multiparty interaction are described, wherein a subset of a plurality of participants in a multiparty interaction can establish a private interaction space in which the subset of the plurality of participants can continue to hear and observe communications in the overall multiparty interaction while communicating privately with other participants in the private interaction space.

公开(公告)号：US20170351402A1

公开(公告)日：2017-12-07

申请号：US15173411

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F3/0481 ,  G06F3/0484 ,  G06F3/0482 ,  H04L29/06 ,  G06F3/14

CPC classification number: H04L63/08 ,  G06F3/1454 ,  G06Q10/00 ,  G06Q10/06311 ,  G06Q10/101 ,  G06Q10/103 ,  G09G2370/16 ,  H04L12/00 ,  H04L12/1818 ,  H04L12/1822 ,  H04L65/4015 ,  H04M3/564 ,  H04M3/567 ,  H04M3/569 ,  H04M7/0027

Abstract: Systems and methods for creating a new multiparty interaction among a subset of a plurality of participants in an existing multiparty interaction from within the existing multiparty interaction are described, wherein the new multiparty interaction is established based on authentications, presentation materials, and/or settings of the existing multiparty interaction.

公开(公告)号：US20170180371A1

公开(公告)日：2017-06-22

申请号：US14971554

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： Jonathan Silverman ,  John H. Yoakum

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L63/10 ,  H04L63/0861 ,  H04L67/04 ,  H04L67/12 ,  H04L67/22 ,  H04L67/32

Abstract: Authorizing deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically receives personal information about a deployable resource via a wearable device configured to be worn by the deployable resource. The personal information is based on information determined by the wearable device while the wearable device is being worn by the deployable resource. The controller automatically compares the personal information of the deployable resource to a criterion associated with a task and automatically determines, based on the comparing, whether the deployable resource is permitted to proceed with the task. If the controller determines that the deployable resource is permitted to proceed with the task, the controller permits the deployable resource to proceed with the task.

公开(公告)号：US20170034651A1

公开(公告)日：2017-02-02

申请号：US14812348

申请日：2015-07-29

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Clark D. Petrie

IPC: H04W4/02

CPC classification number: H04W4/029 ,  H04W4/023 ,  H04W4/38

Abstract: A network-connected semi-fixed location telephone is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network-connected semi-fixed location telephone also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location outside the network-connected semi-fixed location telephone. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network-connected semi-fixed location telephone further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver or may be part of the same component. The sensor controller is configured to receive the at least one environmental characteristic value from the at least one environmental sensor, and transmit information based on the at least one environmental characteristic value to a network.

Abstract translation: 公开了一种网络连接的半固定位置电话，其具有被配置为提供对用于计算与其通信的设备的网络的接入的网络接入收发器。 网络连接的半固定位置电话还包括一个或多个环境传感器，每个环境传感器被配置为确定在网络连接的半固定位置电话之外的位置处定量环境特性的至少一个环境特性值。 不限于此，环境特性包括温度，湿度，声音，光，运动和空气质量。网络连接的半固定位置电话还包括与至少一个环境传感器通信的传感器控制器。 传感器控制器可以与网络接入收发器分开，或者可以是相同组件的一部分。 所述传感器控制器被配置为从所述至少一个环境传感器接收所述至少一个环境特性值，并且基于所述至少一个环境特性值将信息发送到网络。

公开(公告)号：US20160323210A1

公开(公告)日：2016-11-03

申请号：US14697787

申请日：2015-04-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jeffrey D. Hodson ,  Tony McCormack

IPC: H04L12/58

CPC classification number: H04L51/04 ,  H04L29/08639 ,  H04L51/16 ,  H04L67/148

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

Abstract translation: 提供即时短信息导体。 服务器设备从用户实体接收即时文本消息。 即时文本消息被发送到一个导体实体。 确定来自用户实体的先前即时文本消息被发送到第一潜在响应者实体。 即时文本消息被发送到第一潜在响应者实体。 服务器设备确定在第一时间段内不会从第一潜在响应者实体接收对即时文本消息的响应。 从预定的一组潜在响应者实体中选择第二潜在应答实体。 先前的即时文本消息，由第一潜在应答器实体响应于先前的即时文本消息发送的第一响应即时文本消息和当前即时文本消息被发送到第二潜在应答器实体。

公开(公告)号：US09485632B2

公开(公告)日：2016-11-01

申请号：US13683127

申请日：2012-11-21

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04W4/14 ,  H04L12/58 ,  H04L12/18

CPC classification number: H04W4/14 ,  H04L12/1895 ,  H04L51/26

Abstract: Activity-aware intelligent alerting and delivery of electronic short messages, and related methods, apparatuses, and computer-readable media are also disclosed. In one embodiment, a method for providing intelligent alerting and delivery of an electronic short message comprises receiving an electronic short message directed to a recipient device of a recipient and originating from a sender device of a sender, and determining an interruption indicator that indicates a recipient activity priority relative to a delivery priority of the electronic short message. The method also comprises automatically generating one or more alerting parameters and one or more delivery parameters based on the interruption indicator, and delivering the electronic short message to the recipient device based on the one or more alerting parameters and the one or more delivery parameters. In this manner, unnecessary interruption of the recipient may be minimized while assuring timely delivery of important electronic short messages.

Abstract translation: 还公开了活动感知的智能报警和电子短消息的传递，以及相关方法，设备和计算机可读介质。 在一个实施例中，一种用于提供电子短消息的智能警报和传送的方法包括：接收指向接收者的接收者设备的电子短消息，并从发送者的发送者设备发送，并且确定指示接收者的中断指示符 相对于电子短信的传送优先级的活动优先级。 该方法还包括基于中断指示器自动生成一个或多个警报参数和一个或多个传送参数，以及基于一个或多个警报参数和一个或多个传送参数将电子短消息传送到接收者设备。 以这种方式，可以最小化接收者的不必要的中断，同时确保重要的电子短消息的及时传递。

公开(公告)号：US20160036975A1

公开(公告)日：2016-02-04

申请号：US14450644

申请日：2014-08-04

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  H04M3/5191

Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.

Abstract translation: 公开了一种用于生成代理脚本的联系人管理器系统。 所述联系人管理器系统包括被配置为确定至少一个顾客的一个或多个浏览活动和相关上下文信息的监视模块。 所述联系人管理器系统还包括脚本生成模块，其被配置为基于所述一个或多个确定的浏览活动来生成所述至少一个代理脚本。 联系人管理器系统还包括被配置为将至少一个代理脚本显示给一个或多个代理的显示模块。 所述联系人管理器系统还包括验证模块，所述验证模块被配置为验证所述代理的脚本。

公开(公告)号：US09035998B2

公开(公告)日：2015-05-19

申请号：US13931968

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04N7/14 ,  H04L29/06

Abstract: Scalable Web Real-Time Communication (WebRTC) media engines, and related methods, systems, and computer-readable media, are disclosed herein. In one embodiment, a method for providing a scalable WebRTC media engine comprises instantiating one or more virtual WebRTC agents, each corresponding to one or more of a plurality of WebRTC clients. The method further comprises establishing a plurality of WebRTC interactive flows, each connecting one of the one or more virtual WebRTC agents with the corresponding one or more of the plurality of WebRTC clients. The method also comprises receiving contents of the plurality of WebRTC interactive flows as input from the one or more virtual WebRTC agents, and synthesizing the contents of the plurality of WebRTC interactive flows. The method additionally comprises directing the synthesized contents as output to one of more of the plurality of WebRTC interactive flows via the corresponding one or more virtual WebRTC agents.

公开(公告)号：US20150002619A1

公开(公告)日：2015-01-01

申请号：US13931968

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04N7/14

CPC classification number: H04N7/147 ,  H04L65/1069 ,  H04L65/403 ,  H04L65/602 ,  H04L65/607 ,  H04L65/608

Abstract: Scalable Web Real-Time Communication (WebRTC) media engines, and related methods, systems, and computer-readable media, are disclosed herein. In one embodiment, a method for providing a scalable WebRTC media engine comprises instantiating one or more virtual WebRTC agents, each corresponding to one or more of a plurality of WebRTC clients. The method further comprises establishing a plurality of WebRTC interactive flows, each connecting one of the one or more virtual WebRTC agents with the corresponding one or more of the plurality of WebRTC clients. The method also comprises receiving contents of the plurality of WebRTC interactive flows as input from the one or more virtual WebRTC agents, and synthesizing the contents of the plurality of WebRTC interactive flows. The method additionally comprises directing the synthesized contents as output to one of more of the plurality of WebRTC interactive flows via the corresponding one or more virtual WebRTC agents.

Abstract translation: 本文公开了可扩展Web实时通信（WebRTC）媒体引擎以及相关方法，系统和计算机可读介质。 在一个实施例中，用于提供可扩展WebRTC媒体引擎的方法包括实例化一个或多个虚拟WebRTC代理，每个虚拟WebRTC代理对应于多个WebRTC客户端中的一个或多个。 该方法还包括建立多个WebRTC交互流，每一个将一个或多个虚拟WebRTC代理之一与多个WebRTC客户端中相应的一个或多个客户端相连接。 该方法还包括从一个或多个虚拟WebRTC代理接收多个WebRTC交互流的内容，以及合成多个WebRTC交互流的内容。 该方法还包括经由相应的一个或多个虚拟WebRTC代理将合成内容作为输出引导到多个WebRTC交互流中的多个之一。

公开(公告)号：US11461717B2

公开(公告)日：2022-10-04

申请号：US14804986

申请日：2015-07-21

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  John H. Yoakum ,  Joe Smyth

IPC: G06Q10/06 ,  G08G5/00 ,  B64C39/02 ,  G08G1/00

Abstract: A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.