公开(公告)号：US20160219149A1

公开(公告)日：2016-07-28

申请号：US14620458

申请日：2015-02-12

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Srinivasa S. Pradeep Nekkalapudi ,  Navjot Singh

IPC: H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G06Q10/0631 ,  G06Q30/016 ,  H04M2203/401

Abstract: Obtaining customer feedback is an important tool for a contact center to determine their performance as viewed from those with whom they interact. Customers interacting with an agent over a voice or other channel (e.g., co-browse, text chat, video, etc.) may provide real-time feedback. This real-time feedback may be transmitted to the contact center via a data channel and then utilized to alert a supervisor, trigger the transfer of the call to another agent, training purposes, or other activity. Furthermore, customers' real-time feedback is, “in the moment,” enabling a portion of the agent-customer interaction to be associated with a particular user's feedback input, rather than limiting feedback to a user's patience and memory to evaluate the entire feedback after the interaction has concluded.

Abstract translation: 获取客户反馈是联络中心确定他们的表现的重要工具，与他们进行交互的人员观看。 通过语音或其他频道（例如，共同浏览，文本聊天，视频等）与代理交互的客户可以提供实时反馈。 该实时反馈可以经由数据信道发送到联络中心，然后用于提醒主管，触发对另一个代理的呼叫转移，训练目的或其他活动。 此外，客户的实时反馈是“即刻”，使代理 - 客户交互的一部分能够与特定用户的反馈输入相关联，而不是限制用户的耐心和记忆的反馈来评估整个反馈 交互结束后。

公开(公告)号：US20160212265A1

公开(公告)日：2016-07-21

申请号：US14983068

申请日：2015-12-29

Applicant: Avaya Inc.

Inventor： Laurent Philonenko ,  Venkatesh Krishnaswamy ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5183 ,  H04M3/5233

Abstract: A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

Abstract translation: 公开了联络中心，通信系统和服务器。 公开了一种说明性的联络中心作为多渠道联络中心。 允许说明性多通道联络中心的客户将其与联络中心的接合从使用第一媒体类型切换到使用第二媒体类型。 在进行这样的参与转换时，可以向客户提供关于联络中心中的资源的信息，这些资源的统计/指标，提供关于参与的实时反馈的能力，以及可能从 在多个资源之中。 以这种方式，客户可能会被激励将其参与方式切换到联络中心和客户的利益。

公开(公告)号：US09338400B1

公开(公告)日：2016-05-10

申请号：US14462549

申请日：2014-08-18

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Ignacio Miranda ,  Navjot Singh

IPC: H04N7/15

CPC classification number: H04N7/152 ,  H04L12/1822 ,  H04L12/185

Abstract: Equivalence classes are used to determine how groups of call participants are distributed among remotely situated conference rooms. A roster of conference call participants is distributed for display by communication devices the participants bring to a conference room. The distributed roster contains at least one indicium by which the possession of an attribute, by any conference call participant in a room can be confirmed by other conference call participant(s) using a communication device. After entering a room, at least some participants use a communication device to access the roster and indicate, to a server, that at least one other participant on the roster possesses an attribute of significance to conduct of the call. Participants are assigned to groups and the groups are merged based on the presence of participants possessing an attribute or set of linked attributes. The server assigns the participants to respective groups for selective treatment.

Abstract translation: 使用等价类来确定呼叫参与人群如何分布在远程会议室之间。 电话会议参与者的名册分发给参与者带到会议室的通信设备显示。 分布式名册包含至少一个标记，通过该标记可以使用通信设备由其他电话会议参与者确认房间中的任何电话会议参与者拥有的属性。 在进入房间之后，至少有一些参与者使用通信设备来访问名单，并向服务器指示名单上的至少一个其他参与者具有进行呼叫的重要性属性。 参与者被分配到组，并且基于具有属性或一组链接属性的参与者的存在来合并组。 服务器将参与者分配给各个组进行选择性治疗。

公开(公告)号：US20150264310A1

公开(公告)日：2015-09-17

申请号：US14624243

申请日：2015-02-17

Applicant: Avaya Inc.

Inventor： Venkatesh Krishnaswamy ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04N7/14 ,  H04L29/06

Abstract: Conferences are a popular way to hold meetings and presentations when the participants are not required to be physically together. However, the quality of a conference can vary based on a particular user's endpoint configuration, connection, network, conference content, and other factors. Providing a user with the ability to indicate a quality issue, as determined by the user, allows other users and systems to become aware that a user is experiencing quality issues and optionally take action to correct the issue.

Abstract translation: 会议是一种流行的方式来举行会议和演讲，当参与者不需要身体在一起。 然而，会议的质量可以根据特定用户的端点配置，连接，网络，会议内容和其他因素而变化。 为用户提供指示用户确定的质量问题的能力，允许其他用户和系统意识到用户正在遇到质量问题，并可选择采取行动来纠正问题。

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：US20160212185A1

公开(公告)日：2016-07-21

申请号：US14872956

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Tony McCormack ,  Navjot Singh

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/4015 ,  H04L65/1069 ,  H04L65/403 ,  H04L67/143

Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.

Abstract translation: 与联络中心建立通信会议。 通信会话包括第一通信介质中的第一并发通信会话和第二通信介质中的第二并发通信会话。 第一通信介质和第二通信介质是不同的通信介质。 例如，第一并发通信会话可以是与用户的语音通信会话，并且第二并发通信会话可以是与用户的多媒体通信会话。 识别需要在通信会话中完成的任务（例如，在第一或第二并发通信会话中的一个中）。 如果第一通信介质是用于该任务的最佳通信介质，则确定。 响应于确定第一通信介质是用于任务的最佳通信介质，第一任务在第一并发通信会话中被实现。

公开(公告)号：US09338201B2

公开(公告)日：2016-05-10

申请号：US13861471

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06

CPC classification number: H04L65/4038 ,  H04L65/1093

Abstract: Embodiments disclosed herein provide methods and systems for providing presentation delay feedback to a presenter in a web conferencing session. In a particular embodiment, a method includes receiving, from a presenter client, a request to initiate a web conferencing session. The method further includes establishing the web conferencing session between the presenter client and at least one viewing client. During the web conferencing session, the method includes determining delays in presenting a view of the web conferencing session at each of the at least one viewing clients and providing an indication of the delays to a user at the presenter client.

Abstract translation: 本文公开的实施例提供了用于在Web会议会话中向演示者提供呈现延迟反馈的方法和系统。 在特定实施例中，一种方法包括从演示客户端接收发起网络会议会话的请求。 该方法还包括在演示客户端与至少一个观看客户端之间建立网络会议会话。 在网络会议会话期间，该方法包括确定在至少一个观看客户端中的每一个呈现网络会议会话的视图的延迟，并且在演示客户端向用户提供延迟的指示。

公开(公告)号：US20160099986A1

公开(公告)日：2016-04-07

申请号：US14961056

申请日：2015-12-07

Applicant: Avaya, Inc.

Inventor： Jon L. Bentley ,  Anjur S. Krishnakumar ,  Parameshwaran Krishnan ,  Navjot Singh ,  Shalini Yajnik ,  Kirak Hong

IPC: H04L29/06 ,  G06F17/30

CPC classification number: H04L65/403 ,  G06F16/24575 ,  G06F16/9535 ,  G06Q10/06311 ,  G06Q10/1095 ,  H04L12/1827 ,  H04N7/15

Abstract: Method for scheduling and implementing an electronic meeting conducted among remotely-located users communicating with an agenda server, including: accepting a meeting agenda that includes a plurality of topics, a quorum, an identification of resources used by each topic, an identification of data used by each topic, and an identification of data produced by each topic; partitioning the meeting agenda into at least a first and second group of topics; searching for data dependencies between the first and second groups of topics; searching for resource dependencies between the first and second groups of topics; if data dependencies or resource dependencies are found between the first and second groups of topics, then repartitioning the meeting agenda until the data dependencies and resource dependencies between the first and second groups of topics are reduced below a predetermined dependency threshold; and concurrently scheduling and executing the first and second groups of topics.

公开(公告)号：US09025746B2

公开(公告)日：2015-05-05

申请号：US13840273

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M1/56 ,  H04M3/436

CPC classification number: H04M3/4365 ,  H04M3/42042 ,  H04M2201/38 ,  H04M2203/6072

Abstract: Authentication of a user initiating a communication may be achieved using a visual indicator of the user. Initiation of a communication may result in the initiator of the communication collecting image data associated with the initiator's identity. Additionally, the initiator may be required to perform a task, wherein a response to the task may be transmitted with the image data to the receiver of the communication. The receipt of the image data may allow a receiver of the communication to reduce spam and verify that the initiator is who it purports to be.

Abstract translation: 可以使用用户的可视指示符来实现发起通信的用户的认证。 通信的发起可以导致与发起者的身份相关联的收集图像数据的通信的发起者。 此外，可能需要启动器来执行任务，其中可以将该任务的响应与图像数据一起发送到通信的接收器。 图像数据的接收可以允许通信的接收者减少垃圾邮件，并验证发起者是谁所声称的。

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。