公开(公告)号：US20210194940A1

公开(公告)日：2021-06-24

申请号：US17196242

申请日：2021-03-09

Applicant: Avaya Inc.

Inventor： Vivek Joshi ,  Abhishek Gupta ,  Dhananjay Shende

IPC: H04L29/06

Abstract: A request to establish a communication session between a first communication endpoint to a second communication endpoint is received. A determination is made that the request to establish the communication session requires an application to be inserted into the communication session between the first communication endpoint and the second communication endpoint. For example, the application may be a call recording application. A first processing resource in a first idle communication endpoint is selected based on an idleness factor of the first processing resource. The application is sent to the first idle communication endpoint. The application in the first idle communication endpoint is then inserted into the communication session between the first communication endpoint and the second communication endpoint.

公开(公告)号：US11042613B2

公开(公告)日：2021-06-22

申请号：US16175537

申请日：2018-10-30

Applicant: Avaya Inc.

Inventor： Pushkar Yashavant Deole ,  John Alexander Young

IPC: G06F21/31 ,  H04L29/06 ,  H04L9/06

Abstract: A first set of device usage characteristics of a first user interaction with a user communication device are received. For example, a device usage characteristic may be an average key pressure, a used WiFi access point, an install date of an application, an angle of a user communication device, etc. The first set of device usage characteristics of the first user interaction are compared to a second set of device usage characteristics of a second user interaction with the user communication device that is stored in a blockchain. One or more reason codes that identifies why the first and second compared sets of device usage characteristics do not match is generated in response to the first and second compared sets of device usage characteristics not matching. The one or more reason codes are used for identifying a level of trust of a user in a communication session.

公开(公告)号：US20210176204A1

公开(公告)日：2021-06-10

申请号：US17178040

申请日：2021-02-17

Applicant: Avaya Inc.

Inventor： Birgit Geppert ,  Frank Roessler

IPC: H04L12/58 ,  H04L29/06 ,  H04M1/247 ,  H04M3/56 ,  H04M1/27475 ,  G06F3/0486 ,  G06F3/0484 ,  H04W4/21 ,  G06F3/0481 ,  H04L12/18 ,  H04M3/42 ,  G06Q10/10 ,  H04M1/27453

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for linking participants in a communication session. The method includes presenting a set of connected graphical elements on a graphical user interface (GUI) representing a structure of the communication session and a trusted relationship between a first participant and a second participant in the communication session, establishing a bidirectional link between the first participant and the second participant, wherein the communication device exchanges trusted information between the first participant and the second participant, and displaying a depiction of the bidirectional link to at least one participant in the communication session. The method optionally includes negotiating a calendar event with the second participant via the bidirectional link based on the trusted information. Graphical elements associated with the first and second participants can depict one or more of presence, context, and persona information.

公开(公告)号：US11025776B2

公开(公告)日：2021-06-01

申请号：US16510675

申请日：2019-07-12

Applicant: Avaya Inc.

Inventor： Jibin George ,  Salil Dhawan ,  Sandeep Goynar ,  Harsimran Jeet Singh

IPC: H04M3/51 ,  H04M3/428 ,  H04M3/523

Abstract: Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.

公开(公告)号：US20210160369A1

公开(公告)日：2021-05-27

申请号：US16690790

申请日：2019-11-21

Applicant: Avaya Inc.

Inventor： Arjun Sharma ,  Sachin Bhangale ,  Vishal Kamboj ,  Amir Mulani

IPC: H04M3/51 ,  H04M3/436

Abstract: Systems and methods are described that enable an incoming communication requesting a real-time (e.g., voice, voice-video, etc.) communication and selectively allowing the called communication device to auto-answer the communication. The selective answering may be rule and/or attribute based and depend, entirely or in part, on presence data of a user associated with the called communication device. Auto-answering may be further configured to auto-answer all or less than all of the communication media types (e.g., only auto-answer an audio-video call with audio). Additionally, or alternatively, rules may be combined, overridden, conditionally implemented, or otherwise combined or structured relative to other rules for auto-answering an incoming communication.

公开(公告)号：US11019000B2

公开(公告)日：2021-05-25

申请号：US16832735

申请日：2020-03-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L12/58

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.

公开(公告)号：US20210119994A1

公开(公告)日：2021-04-22

申请号：US16656738

申请日：2019-10-18

Applicant: Avaya Inc.

Inventor： Rifaat Shekh-Yusef ,  John A. Young

IPC: H04L29/06 ,  G06F16/23 ,  G06F16/245

Abstract: Providing a blockchain device enrollment service includes creating an enrollment smart contract that controls access to a service by the device; creating a pools smart contract associated with managing a plurality of different endpoints, wherein the pools smart contract is registered with the enrollment smart contract; registering and configuring a manufacturer smart contract with the enrollment smart contract; and registering and configuring a service provider smart contract with the enrollment smart contract.

公开(公告)号：US20210119916A1

公开(公告)日：2021-04-22

申请号：US16656366

申请日：2019-10-17

Applicant: Avaya Inc.

Inventor： Dusan Mudric

IPC: H04L12/749 ,  H04L12/741 ,  H04L12/707

Abstract: A method, system, device, or apparatus for selecting an IP address for a message. The method, system, device, or apparatus is used when there are two or more IP addresses for a multihomed device. The method determines an IP address reachable from a destination for the message. The message is generated using the reachable IP address as the hostname of the multihomed device. The generated message is transferred to the destination.

公开(公告)号：US10986201B2

公开(公告)日：2021-04-20

申请号：US16543266

申请日：2019-08-16

Applicant: Avaya Inc.

Inventor： Chirag Bharatkumar Patel ,  Vishal Kamboj

IPC: H04L29/08 ,  H04L12/58 ,  G06F40/205

Abstract: Maintaining accurate out-of-office notifications can be resource intensive and error-prone. This is compounded by duplicating efforts, such as between a telephony system and an email system. By automatically creating and presenting a personal interactive voice response (IVR) or dual-tone multi-frequency (DTMF) signaling in response to menu option, generated from an email system, a telephony system may automatically be updated to provide options for a caller to select delegates for a particular user. The delegates may further be identified by subject matter or other categorization. As a result, a user may maintain one system and, as a result, enable a second system to automatically present and process delegate selection without additional human input.

公开(公告)号：US10972512B2

公开(公告)日：2021-04-06

申请号：US16040456

申请日：2018-07-19

Applicant: Avaya Inc.

Inventor： Vivek Joshi ,  Abhishek Gupta ,  Dhananjay Shende

IPC: H04L29/06

Abstract: A request to establish a communication session between a first communication endpoint to a second communication endpoint is received. A determination is made that the request to establish the communication session requires an application to be inserted into the communication session between the first communication endpoint and the second communication endpoint. For example, the application may be a call recording application. A first processing resource in a first idle communication endpoint is selected based on an idleness factor of the first processing resource. The application is sent to the first idle communication endpoint. The application in the first idle communication endpoint is then inserted into the communication session between the first communication endpoint and the second communication endpoint.