公开(公告)号：US20140282903A1

公开(公告)日：2014-09-18

申请号：US14050891

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Kundan Singh ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L63/08 ,  H04L61/2575 ,  H04L61/2589 ,  H04L65/1069 ,  H04L65/4046 ,  H04L65/607

Abstract: Embodiments include managing Identity Provider (IdP) identifiers for Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for managing IdPs comprises selecting, by a WebRTC client executing on a computing device, one or more preferred IdP identifiers indicated by one or more preferences from a plurality of IdP identifiers corresponding to a plurality of IdPs for providing identity assertions during an establishment of a WebRTC interactive flow. The method further comprises obtaining one or more identity assertions from respective ones of the plurality of IdPs corresponding to the one or more preferred IdP identifiers. The method also comprises providing, during the establishment of the WebRTC interactive flow, the one or more identity assertions. In this manner, an entity may specify the IdP used for identity authentication, and the number of identity assertions provided during initiation of the WebRTC interactive flow.

Abstract translation: 实施例包括管理用于Web实时通信（WebRTC）交互流的身份提供者（IdP）标识符以及相关方法，系统和计算机可读介质。 在一个实施例中，一种用于管理IdP的方法包括通过在计算设备上执行的WebRTC客户端从由多个IdP对应的多个IdP标识符中选择一个或多个偏好来指示的一个或多个优选的IdP标识符，以提供身份断言 在建立WebRTC交互流程时。 该方法还包括从对应于一个或多个优选的IdP标识符的多个IdP中的相应的IdP获得一个或多个身份断言。 该方法还包括在建立WebRTC交互流程期间提供一个或多个身份断言。 以这种方式，实体可以指定用于身份认证的IdP以及在WebRTC交互流程启动期间提供的身份断言的数量。

公开(公告)号：US20140280987A1

公开(公告)日：2014-09-18

申请号：US14054286

申请日：2013-10-15

Applicant: Avaya Inc.

Inventor： Joel M. Ezell

IPC: H04L29/06

CPC classification number: H04L65/1069 ,  H04L65/1006 ,  H04L65/1009 ,  H04L65/1016 ,  H04L65/103 ,  H04L65/105 ,  H04L65/1063 ,  H04M3/5183 ,  H04M3/5191 ,  H04M7/0024 ,  H04M7/0027

Abstract: Systems and methods are described for enabling browser-to-phone and browser-to-browser communications to be enhanced with enterprise communication features. Specifically, a Collaboration Environment is disclosed with the ability to interface a browser with an enterprise communication network. The Collaboration Environment is exposed to browsers via a media server and/or websocket and is enabled to communicate with the browsers via a purpose-built library.

Abstract translation: 描述了系统和方法，以便通过企业通信功能来增强浏览器到手机和浏览器到浏览器的通信。 具体来说，公开了能够将浏览器与企业通信网络进行接口的协作环境。 协作环境通过媒体服务器和/或Websocket暴露给浏览器，并且能够通过专门构建的库与浏览器进行通信。

公开(公告)号：US20140269719A1

公开(公告)日：2014-09-18

申请号：US13843620

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Deepak Ramesh

IPC: H04L12/741

CPC classification number: H04L45/74 ,  H04L12/4641 ,  H04L12/6418 ,  H04L2212/00

Abstract: Methods, systems and computer readable media for in-band management using L2 addresses over a B-VLAN in an SPBm network.

Abstract translation: 用于在SPBm网络中通过B-VLAN使用L2地址进行带内管理的方法，系统和计算机可读介质。

公开(公告)号：US20140258889A1

公开(公告)日：2014-09-11

申请号：US13788071

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Gaurav Moreshwar Badge ,  Deep Subhash Pai

IPC: G06F3/0484

CPC classification number: G06F17/30873

Abstract: Embodiments described herein provide systems and methods for presenting contextual information in a co-browsing environment. In a particular embodiment, a method provides receiving an instruction in a co-browsing server to initiate a co-browsing session for a website with a first client and a second client. The method further provides determining contextual information related to a user of the first client and the website. The method further provides presenting the website at the first client and presenting the website at the second client, wherein an indication of the contextual information is overlaid on the website at the second client.

Abstract translation: 本文描述的实施例提供了用于在共同浏览环境中呈现上下文信息的系统和方法。 在特定实施例中，一种方法提供在共同浏览服务器中接收指令以发起具有第一客户端和第二客户端的网站的共同浏览会话。 该方法还提供确定与第一客户端和网站的用户相关的上下文信息。 该方法还提供在第一客户端呈现网站并在第二客户端呈现网站，其中上下文信息的指示覆盖在第二客户端的网站上。

公开(公告)号：US20140254790A1

公开(公告)日：2014-09-11

申请号：US13789190

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US20140254776A1

公开(公告)日：2014-09-11

申请号：US13786841

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Dara Geary

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/493 ,  H04M3/5234 ,  H04M2203/556

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。

公开(公告)号：US08831198B1

公开(公告)日：2014-09-09

申请号：US13908812

申请日：2013-06-03

Applicant: Avaya Inc.

Inventor： Jinson Abraham

IPC: H04M3/42 ,  H04M3/56

CPC classification number: H04M3/563 ,  H04M2203/5054 ,  H04M2203/6081

Abstract: The system and method store an address of a communication device (e.g., a telephone number). A system access code of a user and a user access code are also stored (e.g., in a profile). The user access code is associated with the system access code. The user access code is used to simplify access to a conference. A call request with the address is received from the communication device to join a conference. In response to receiving the call request to join the conference, a request for a conference access code is sent to the user. The conference access code is received from the user. In response to receiving the conference access code, the conference access code is compared with the user access code. In response to the conference access code and the user access code matching, the user is logged into the conference using the system access code.

Abstract translation: 系统和方法存储通信设备的地址（例如，电话号码）。 还存储用户的系统访问代码和用户访问代码（例如，在简档中）。 用户访问代码与系统访问代码相关联。 用户访问代码用于简化对会议的访问。 从通信设备接收到具有该地址的呼叫请求以加入会议。 响应于接收到加入会议的呼叫请求，向用户发送会议访问码的请求。 会议接入码从用户接收。 响应于接收会议接入码，将会议接入码与用户接入码进行比较。 响应于会议访问代码和用户访问代码匹配，用户使用系统访问代码登录会议。

公开(公告)号：US20140250100A1

公开(公告)日：2014-09-04

申请号：US14194274

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06Q10/00

Abstract: A data management system for indexing administrative data of a contact center is disclosed. The data management system includes one or more unified communication devices configured to store the administrative data. The data management system further includes a crawler configured to collect the administrative data from the one or more unified communication devices. The data management system further includes a probing device configured to enable the crawler to communicate and retrieve the administrative data from the one or more unified communication devices. The data management system further includes a temporary database configured to store the collected administrative data; wherein the temporary database stores the collected administrative data in a plurality of flat file tables. The data management system further includes an indexing server configured to index the stored administrative data; wherein the indexed administrative data is searchable through one or more user search queries.

Abstract translation: 公开了一种用于索引联络中心的管理数据的数据管理系统。 数据管理系统包括被配置为存储管理数据的一个或多个统一通信设备。 数据管理系统还包括被配置为从一个或多个统一通信设备收集管理数据的爬行器。 所述数据管理系统还包括被配置为使所述爬行程序能够从所述一个或多个统一通信设备进行通信和检索所述管理数据的探测设备。 数据管理系统还包括配置成存储所收集的管理数据的临时数据库; 其中所述临时数据库将所收集的管理数据存储在多个平面文件表中。 数据管理系统还包括：索引服务器，被配置为索引所存储的管理数据; 其中索引的管理数据可通过一个或多个用户搜索查询进行搜索。

公开(公告)号：US20140250097A1

公开(公告)日：2014-09-04

申请号：US14194260

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06F17/30563 ,  G06F17/3043 ,  G06Q10/10

Abstract: A data management system for indexing reporting data of a contact center is disclosed. The data management system includes one or more reporting systems configured to store the reporting data. The data management system further includes a crawler configured to collect the reporting data from the one or more reporting systems. The data management system further includes one or more plug-in interfaces configured to enable the crawler to retrieve the reporting data from the one or more reporting systems. The data management system further includes an indexing server configured to index and store the collected contact center reporting data.

Abstract translation: 公开了一种用于索引联络中心的报告数据的数据管理系统。 数据管理系统包括被配置为存储报告数据的一个或多个报告系统。 数据管理系统还包括被配置为从一个或多个报告系统收集报告数据的爬行器。 数据管理系统还包括一个或多个插件接口，其被配置为使得爬行程序能够从一个或多个报告系统检索报告数据。 数据管理系统还包括索引服务器，其被配置为索引并存储所收集的联络中心报告数据。

公开(公告)号：US20140250072A1

公开(公告)日：2014-09-04

申请号：US14194222

申请日：2014-02-28

Applicant: Avaya Inc.

Inventor： Ariel Shtilman ,  Arkady Karpman

IPC: G06F17/30

CPC classification number: G06F16/2228 ,  G06F16/275

Abstract: A data management system is provided for facilitating in-memory indexing of data based on certain data access modes. The data management system includes an indexing module for indexing data stored in a data memory as a first data index. The first data index is further provided with a first data access mode, wherein the first data access mode enables the first data index to update itself by providing data write privileges to the first data index. The data management system further includes a synchronizing module for synchronizing a second data index with the first data index, wherein the second data access mode is provided with second data access mode to enable external systems to query data. The data management system further includes an index handling module for interchanging data access modes of the first and the second data indexes based on pre-defined rules.

Abstract translation: 提供了一种数据管理系统，用于促进基于某些数据访问模式的数据内存索引。 数据管理系统包括索引模块，用于将存储在数据存储器中的数据索引为第一数据索引。 第一数据索引还被提供有第一数据访问模式，其中第一数据访问模式使得第一数据索引能够通过向第一数据索引提供数据写入特权来对其自身进行更新。 数据管理系统还包括用于使第二数据索引与第一数据索引同步的同步模块，其中第二数据访问模式被提供有第二数据访问模式以使得外部系统能够查询数据。 数据管理系统还包括索引处理模块，用于根据预先定义的规则交换第一和第二数据索引的数据访问模式。