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341.发明授权公开(公告)号：US11068810B2
公开(公告)日：2021-07-20
申请号：US14971592
申请日：2015-12-16
Applicant: Avaya Inc.
Inventor： John H. Yoakum , Jonathan Silverman , Cynthia S. Mitchell
IPC: G06Q10/06
Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.
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公开(公告)号：US11063862B2
公开(公告)日：2021-07-13
申请号：US16388277
申请日：2019-04-18
Applicant: Avaya Inc.
Inventor： Dusan Mudric , Ping Lin
IPC: H04L12/725 , H04L12/717 , H04L12/54 , H04L12/707 , H04L12/727 , H04L12/721 , H04L12/749
Abstract: A method of engineering media path selection is described. Addresses and media paths are selected using a media path selection policy. Additionally, a candidate address list may be considered. Using the media path selection policy, devices may select the first hop egress router and a remote default router for transferring data.
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公开(公告)号：US20210192536A1
公开(公告)日：2021-06-24
申请号：US16726677
申请日：2019-12-24
Applicant: Avaya Inc.
Inventor： Asmita Gokhale , Shamik Shah , Valentine C. Matula
Abstract: Contact centers strive to successfully resolve communications with customers as efficiently and effectively as possible. While providing prompts or scripts to agents may assist in the content delivered to the customer by the agent, such prompts or scripts lack emotion and cause the agent to rely on their own determination of what is appropriate, which may not be appropriate for a particular communication with a customer. By determining and prompting an agent to utilize a particular emotion, agents may better relate to the customer and improve the opportunity to successfully conclude the communication sooner than normal and allow resource to be utilized for other purposes.
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公开(公告)号：US20210183394A1
公开(公告)日：2021-06-17
申请号：US16714985
申请日：2019-12-16
Applicant: Avaya Inc.
Inventor： Darren Holmes , Jibin George , Salil Dhawan , Sandeep Goynar , Harsimran Jeet Singh
Abstract: Electronic conferences are a common method of conducting a meeting when the participants are not at the same location. When a conference drops a portion of the audio, such carrying speech from a speaker, participants may be excluded from the full content of the conference. By having a device associated with a speaking participant convey both audio and generated text from the speech provided by the speaking participant, a server may be able to determine that speech is missing from the audio portion and automatically insert text content. As a result, poor audio quality may be mitigated with text and omitting unwanted text when the audio quality is sufficient.
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公开(公告)号：US11019208B2
公开(公告)日：2021-05-25
申请号：US16426213
申请日：2019-05-30
Applicant: Avaya Inc.
Inventor： Adrian Walsh , Warren Reilly , Niall Fallon , Brian Cunningham , Donal Tarpey
Abstract: Agents of a contact center may utilize a text channel (e.g., text chat, email, etc.) to communicate with a customer. A processor monitors the keystrokes entered by the agent. If the agent is found to have entered keystrokes beyond a previously determined threshold, and subsequently deleted the resulting test and replaced it with another test, a deficiency may be determined to be present. When a deficiency is present, the processor may initiate a remediation action.
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Patent Agency Ranking
公开(公告)号：US20210152612A1
公开(公告)日：2021-05-20
申请号：US17161142
申请日：2021-01-28
Applicant: Avaya Inc.
Inventor： Tibor Lukac , Harsh V. Mendiratta
Abstract: In an attempt to establish a communication session between a first communication entity and a second communication entity, a first message is received. For example, the first message may be a SIP INVITE message. A determination is made, based on a registration message from the first communication entity and/or the second communication entity, that at least one of the first communication entity or the second communication entity is Internet Protocol (IP) version intolerant. In response to determining that the at least one of the first communication entity or the second communication entity is IP version intolerant, one or more IP addresses are adapted in messages (e.g., the SIP INVITE message) for establishing the communication session. The adaption changes/removes the one or more IP addresses to a different IP version to ensure proper IP compatibility.
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公开(公告)号：US10999499B2
公开(公告)日：2021-05-04
申请号：US14921652
申请日：2015-10-23
Applicant: Avaya Inc.
Inventor： John F. Buford , Mehmet C. Balasaygun
Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for replacing a video background in real-time. The video comprises a plurality of image frames. In a particular embodiment, a method provides generating a range image from a subject image frame of the plurality of image frames. The range image indicates pixel distances from a plenoptic camera that captured the plurality of image frames. The method further provides identifying background pixels that represent a background portion of the subject image frame based on the range image and replacing the background pixels with replacement background pixels in the subject image frame.
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公开(公告)号：US20210081903A1
公开(公告)日：2021-03-18
申请号：US17105169
申请日：2020-11-25
Applicant: Avaya Inc.
IPC: G06Q10/10
Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for contextual calendaring. Contextual calendaring can schedule meetings with varying states of blocking time slots based on users' behavior with respect to the participants, topics, and tasks or context of the meeting. For example, host H invites A for a meeting with the text “we must demo our ‘one-click video’ on Friday.” The contextual calendaring system knows that A isn't available on Friday, so can prioritize the task for A on Friday relative to the demo participants and schedule a ‘firm hold’ or can suggest an alternative person based on the topic and prior context who is available for the demo. The system can mine context information, and identify, based on the context information, a desired attendee and a priority. The system can place a soft hold on the calendar for the desired attendee based on the priority.
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公开(公告)号：US10938867B2
公开(公告)日：2021-03-02
申请号：US16208076
申请日：2018-12-03
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar
Abstract: A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.
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公开(公告)号：US10931720B2
公开(公告)日：2021-02-23
申请号：US15617605
申请日：2017-06-08
Applicant: Avaya Inc.
Inventor： Tibor Lukac , Harsh V. Mendiratta
Abstract: In an attempt to establish a communication session between a first communication entity and a second communication entity, a first message is received. For example, the first message may be a SIP INVITE message. A determination is made, based on a registration message from the first communication entity and/or the second communication entity, that at least one of the first communication entity or the second communication entity is Internet Protocol (IP) version intolerant. In response to determining that the at least one of the first communication entity or the second communication entity is IP version intolerant, one or more IP addresses are adapted in messages (e.g., the SIP INVITE message) for establishing the communication session. The adaption changes/removes the one or more IP addresses to a different IP version to ensure proper IP compatibility.
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