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公开(公告)号：US10931719B2
公开(公告)日：2021-02-23
申请号：US14691253
申请日：2015-04-20
Applicant: Avaya Inc.
Inventor： Mehmet C. Balasaygun , Gordon R. Brunson , Joel M. Ezell , Eric D. Cooper , Rifaat Shekh-Yusef
IPC: H04L29/06
Abstract: A communication device sends a Session Initiation Protocol (SIP) INVITE message to establish a call. In response, the call is forked. For example, in parallel forking, the SIP INVITE may be sent to two different communication devices. The forking causes each communication device to send at least one provisional response message. In this case, first and second SIP provisional response messages are received that include Session Description Protocol (SDP) information for a media stream. A first media stream associated with one of the first or second SIP provisional response messages is received and played. A second media stream associated with the other one of the first or second SIP provisional response messages is received within a first time period. In response to receiving the second media stream within the first time period, the first media stream is discarded and the second media stream is played.
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公开(公告)号：US10911598B2
公开(公告)日：2021-02-02
申请号：US16732734
申请日：2020-01-02
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Joel M. Ezell
Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
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公开(公告)号：US10902083B2
公开(公告)日：2021-01-26
申请号：US14302590
申请日：2014-06-12
Applicant: Avaya Inc.
Inventor： Peter Flannery , Cathal Mac Donnacha , Lee Malcolm
IPC: G06F16/95 , G06F16/958 , G06Q10/06 , G06F16/242 , G06F16/9535 , G06F21/55
Abstract: A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.
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公开(公告)号：US20210014357A1
公开(公告)日：2021-01-14
申请号：US16506811
申请日：2019-07-09
Applicant: Avaya Inc.
Inventor： John Conroy , Paresh Dhakan , Richard Simpson
Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.
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355.发明申请公开(公告)号：US20210014074A1
公开(公告)日：2021-01-14
申请号：US16505352
申请日：2019-07-08
Applicant: Avaya Inc.
Inventor： Salil Dhawan , Jibin George , Sandeep Goynar , Harsimran Jeet Singh
Abstract: Electronic conference enables remote participants to obtain conference content from other devices connected as nodes on a network. A presenter may provide all audio content for a portion of the electronic conference and then individuals, associated with nodes on the network, may provide audio content during other portions, such as to ask a question to the presenter or group. Participants may “raise their hand” to request to speak. By automatically unmuting devices associated with requesters in an order different from the order in which the requests were received, devices may be unmuted to receive audio content having a particular importance or relevance to the electronic conference and thereby reduce the time spent on less relevant content.
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Patent Agency Ranking
356.发明申请公开(公告)号：US20210005217A1
公开(公告)日：2021-01-07
申请号：US16458370
申请日：2019-07-01
Applicant: Avaya Inc.
Inventor： Pushkar Yashavant Deole , Sandesh Chopdekar , Navin Daga
Abstract: Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.
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公开(公告)号：US10827072B1
公开(公告)日：2020-11-03
申请号：US16676728
申请日：2019-11-07
Applicant: Avaya Inc.
Inventor： Pushkar Deole , Jibin George
Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.
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公开(公告)号：US20200314245A1
公开(公告)日：2020-10-01
申请号：US16365122
申请日：2019-03-26
Applicant: Avaya Inc.
Inventor： David Chavez , Laurent Philonenko
Abstract: Systems, methods, software and apparatus to enable a contact center to handle a spike service requests to minimize the disruption of anomalous traffic. An Artificial Intelligence Engine enables the contact center to track, manage, maintain, assign, and route: (1) normal traffic; and (2) anomalous traffic.
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公开(公告)号：US20200304546A1
公开(公告)日：2020-09-24
申请号：US16362013
申请日：2019-03-22
Applicant: Avaya Inc.
Inventor： David Chavez
Abstract: Embodiments of the disclosure provide a communication system and method. In one example, the method includes receiving an incoming call message that is being transmitted by a caller's communication device to a callee's communication device, analyzing a caller identification (ID) field of the incoming call message to determine a caller ID associated with the incoming call message, comparing the caller ID with a set of known caller IDs, determining that the caller ID does not match any known caller ID from the set of known caller IDs, and blocking the incoming call message from being transferred to the callee's communication device in response to determining that the caller ID does not match any known caller ID from the set of known caller IDs.
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公开(公告)号：US20200302934A1
公开(公告)日：2020-09-24
申请号：US16362035
申请日：2019-03-22
Applicant: Avaya Inc.
Inventor： Matthew A. Peters , Robert E. Braudes , Jeffrey L. Aigner
Abstract: Transcribing portions of a communication session between a user device and an on-premises device of an enterprise includes receiving, by a computer located remotely from the on-premises device, a media stream of the communication session from the on-premises device and receiving, by the computer, at least one event associated with the media stream from the on-premises device. Furthermore, the computer determines a portion of the media stream to transcribe based on the at least one event and transcribes the portion of the media stream
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