公开(公告)号：US09621728B2

公开(公告)日：2017-04-11

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  Paul Denby

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

公开(公告)号：US20160364672A1

公开(公告)日：2016-12-15

申请号：US14735493

申请日：2015-06-10

Applicant: Avaya Inc.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06393

Abstract: Mechanisms for controlling a light system are provided. A first business metric value is received that quantifies a business metric relevant to a business-related entity at a respective time. An illumination state of a plurality of different illumination states of the light system based on the first business metric value is determined. Each illumination state corresponds to an emission of a pattern of electromagnetic radiation of a plurality of different patterns of electromagnetic radiation. The light system is positioned in a location associated with the business-related entity. The light system is signaled to enter the first illumination state.

Abstract translation: 提供了一种用于控制光系统的机构。 接收到在相应时间量化与业务相关实体相关的业务度量的第一业务度量值。 确定基于第一业务度量值的光系统的多个不同照明状态的照明状态。 每个照明状态对应于多个不同图案的电磁辐射的电磁辐射图案的发射。 光系统位于与业务相关实体相关联的位置。 信号灯指示进入第一照明状态。

公开(公告)号：US09455930B2

公开(公告)日：2016-09-27

申请号：US14305079

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  John French

IPC: G06F15/16 ,  H04L12/911 ,  H04L12/24 ,  H04L12/26

CPC classification number: H04L47/70 ,  H04L41/0896 ,  H04L41/5051 ,  H04L43/0817

Abstract: A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.

Abstract translation: 公开了企业的资源分配系统，用于为企业中的工作请求分配资源。 所述资源分配系统包括监视器模块，所述监视器模块被配置为监视所述企业中的所述工作请求和所述资源的可用性，其中所述工作请求由一个或多个属性表征。 资源分配系统还包括资源匹配模块，其被配置为将工作请求的属性与资源匹配以确定一个或多个第一类型和第二类型的资源。 所述资源分配系统还包括分配模块，所述分配模块被配置为在所述第二类型的资源不可用的情况下将所述第一类型的资源分配给所述工作请求，并且当所述第二类型的资源成为时，将所述第二类型的资源重新分配给所述工作请求 可用。

公开(公告)号：US20160198047A1

公开(公告)日：2016-07-07

申请号：US14590330

申请日：2015-01-06

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/5141 ,  H04M3/5183 ,  H04M2203/558 ,  H04M2203/655

Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.

Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的响应管理系统。 响应管理系统包括用于监视与客户和资源之间的至少一个通信会话相关联的一个或多个参数的监视模块，其中资源向客户提供一个或多个响应。 响应管理系统还包括用于存储一个或多个被监视参数的数据库。 响应管理系统还包括处理模块，用于处理一个或多个存储的参数以确定客户的一个或多个特征。 响应管理系统还包括响应准备模块，用于基于一个或多个确定的特征来准备一个或多个响应。

公开(公告)号：US20160191655A1

公开(公告)日：2016-06-30

申请号：US14585376

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04L29/08 ,  G06F3/0484 ,  G06F3/0485

CPC classification number: H04L67/306 ,  G06F3/013 ,  G06F3/017 ,  G06F3/0484 ,  G06F3/04895 ,  G06F9/453

Abstract: Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

Abstract translation: 公开了通过文本流互动的交互式联络中心菜单遍历。 用户设备与服务器设备建立交互式会话。 用户设备从服务器设备接收包括第一联系中心提示的第一文本流。 用户设备在第一文本流呈现时段上在显示器上滚动第一文本流的多个文本分量，其中在时间上较早呈现的文本分量在随后的文本分量的显示器上被替换。 用户设备从用户接收响应于第一文本流的第一用户输入并将第一用户输入传送到服务器设备。

公开(公告)号：US20160150087A1

公开(公告)日：2016-05-26

申请号：US14554143

申请日：2014-11-26

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack ,  Joseph Smyth

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5235

Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

Abstract translation: 提高联络中心自助服务运作的系统和方法，包括：确定新客户联络人的特征; 确定现有客户联系人的特征; 确定分配引擎和联络中心代理之间的通信延迟等待时间; 确定将新客户联系人分配给联络中心代理的时间，其中在从联络中心代理接收到就绪指示之前，在预定时间量内进行分配的时间，从通信确定的预定时间量 延迟延迟。

公开(公告)号：US20160112568A1

公开(公告)日：2016-04-21

申请号：US14516783

申请日：2014-10-17

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M3/5183

Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的呼叫管理计算机系统。 呼叫管理计算机系统包括用于监视至少一个通信会话的上下文的监视模块。 该系统还包括：策略生成模块，用于基于所监视的至少一个通信会话的上下文和一个或多个性能指标来生成所述至少一个策略。 该系统还包括用于验证至少一个生成的策略的验证模块。 所述系统还包括代理选择模块，用于执行所述至少一个经验证的策略以选择用于所述至少一个通信会话的至少一个代理。

公开(公告)号：US20150358463A1

公开(公告)日：2015-12-10

申请号：US14299153

申请日：2014-06-09

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523 ,  G06Q10/06 ,  G06Q30/00

Abstract: An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.

Abstract translation: 公开了一种企业的自动化系统，用于管理与企业的客户的通信会话。 自动化系统包括被配置为监视与通信会话相关联的一个或多个属性的监视模块。 自动化系统还包括分析模块，该分析模块被配置为基于属性确定管理通信会话所需的多个资源。 自动化系统还包括管理模块，该管理模块被配置为管理用于通信会话的资源的分配，其中基于属性在通信会话期间对分配进行细化。

公开(公告)号：US20150350442A1

公开(公告)日：2015-12-03

申请号：US14294562

申请日：2014-06-03

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  Tony McCormack ,  John McGreevy

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/402

Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.

Abstract translation: 公开了一种企业的工作路由系统，用于分配用于在企业中路由工作请求的资源。 工作路由系统包括：资源监控模块，被配置为确定企业中可用的多个资源的资源占用，其中基于预定策略将所述多个资源分组成一个或多个组。 工作路由系统还包括组监视模块，其被配置为基于至少一个预定准则来确定所述一个或多个组的组占用，其中，所述组占用率被确定为预定时间段。 工作路由系统还包括分配模块，其被配置为基于组占用将工作请求分配给一个或多个组中的一个组。

公开(公告)号：US09172810B2

公开(公告)日：2015-10-27

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。