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公开(公告)号：US10785371B2
公开(公告)日：2020-09-22
申请号：US14976050
申请日：2015-12-21
Applicant: Avaya Inc.
Inventor： Tony McCormack , David Skiba , John H. Yoakum
Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.
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公开(公告)号：US10764439B1
公开(公告)日：2020-09-01
申请号：US16372155
申请日：2019-04-01
Applicant: Avaya Inc.
Inventor： Manish Negi , Rajashri Bhor , Saumabha Pal
IPC: H04M3/51 , H04L29/08 , H04M3/42 , G10L15/08 , G06F3/0482 , G06F3/0486 , G06F3/0481
Abstract: A co-browsing session between a customer communication endpoint and an agent terminal is established. User input is received, via at least one of the customer communication endpoint and the agent terminal, in the co-browsing session, which identifies a field that is difficult to understand. For example, the contact center agent may provide input that the customer does not understand a terms of use field. Information associated with the identified field that is difficult to understand is stored in a memory. The stored information is used to generate a report for the identified field. The report is then used to identify ways that may make the field more understandable by future customers. In one embodiment, the customer may also be able to mask one or more fields so that the contact center agent cannot view information in the field. For example, the customer may mask a social security number field.
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公开(公告)号：US10756912B2
公开(公告)日：2020-08-25
申请号：US16159368
申请日：2018-10-12
Applicant: Avaya Inc.
Inventor： Mehmet Balasaygun , Joel Ezell
IPC: G06F15/16 , H04L12/18 , H04L9/06 , G06F16/27 , G06F16/182
Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.
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公开(公告)号：US10742692B2
公开(公告)日：2020-08-11
申请号：US15284125
申请日：2016-10-03
Applicant: Avaya Inc.
Inventor： Thorsten Ohrstrom Sandgren , Amit Mishra
Abstract: During a Session Initiation Protocol dialog setup, a media gateway or container executes or initiates two or more applications that provide features during a conference call. The applications are applied to messages or data in the conference call based on a sequence order established during the setup of the conference call. The sequence order and the application identities are stored in a shared database. When a failure occurs during the conference call, the applications are reestablished in the reconstructed or reestablished conference call. The application reconstruction includes reinitiating the applications with the same sequence as previously established before the failure. As such, the user has the same features applied in the same way before and after the failure, which improves the systems performance and expected operation.
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公开(公告)号：US10741037B2
公开(公告)日：2020-08-11
申请号：US15981184
申请日：2018-05-16
Applicant: Avaya Inc.
Inventor： David Chavez
Abstract: The methods and systems of the present disclosure can monitor, by a microprocessor of a first device, changes in pressure over time at the first device; detect, by the microprocessor, a first measurement in the pressure over time; and provide, by the microprocessor, a first alert based on the detection of the first measurement.
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Patent Agency Ranking
366.发明授权公开(公告)号：US10735475B2
公开(公告)日：2020-08-04
申请号：US15284653
申请日：2016-10-04
Applicant: Avaya Inc.
Inventor： Mohan Vinayak Phadnis , Sreekanth Subrahmanya Nemani , Satyam Lad
Abstract: Embodiments of the disclosure are directed to a call reconstruction server. This server can act as a signaling anchor for various SIP UAs involved in the session and can be included in the signaling path between UAs. More specifically, the reconstruction server can insert an identifier such as a Uniform Resource Identifier (URI) into the headers of SIP signaling messages exchanged between UAs during initiation of a session such as a call or conference. These identifiers can be used to insert the reconstruction servers into the path of the session in a way that “bookends” the other servers and/or processes in the session between the UAs. When one of these servers and/or processes restarts, the reconstruction servers can initiate a reconstruction process that rebuilds the session without relying on specially adapted UAs.
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公开(公告)号：US10735258B2
公开(公告)日：2020-08-04
申请号：US16043452
申请日：2018-07-24
Applicant: Avaya Inc.
Inventor： Kezzia Porter , Edel Kelly , Paul Delaney , Danushka Migel Wasam
IPC: H04L12/24 , H04L12/911 , H04L12/919 , G06F11/34 , H04L12/18
Abstract: Complex systems, such as those comprising processing, data storage, and communication resources for processing a plurality of communication and data processing events and types of events, are often caught unaware of outside events or how to respond to such outside events. Providing a system that self-configures in response to external events enables such systems to be proactive in their operations to address increased activity and/or types of activity in response to an external event. The system then self-evaluates, which may identify overages or shortfalls, such that the system self-learns and response more appropriately over time.
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公开(公告)号：US20200244806A1
公开(公告)日：2020-07-30
申请号：US16260893
申请日：2019-01-29
Applicant: Avaya Inc.
Inventor： Shamik Suresh Shah , Prasant Kumar Jena , Amit Pansuria
Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.
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公开(公告)号：US10728207B2
公开(公告)日：2020-07-28
申请号：US15677517
申请日：2017-08-15
Applicant: Avaya Inc.
Inventor： Dusan Mudric
IPC: H04L29/12 , H04L29/06 , H04L12/741 , H04L12/911
Abstract: Examples disclosed herein provide methods and systems for selecting Internet Protocol addresses for Session Initiation Protocol (SIP) communications. In at least one implementation, a method of operating a communication network utilizing a session initiation protocol (SIP) is provided. The method performed within a second communication device includes receiving a SIP invite from a first communication device, and determining a source IP address for the second communication device, using an IP address for a third communication device as a destination address within a source address selection algorithm (SASA) function. The method further includes adding a Via header within the SIP invite to include the SASA determined source IP address for the second communication device, adding a Record-Route header within the SIP invite to include the SASA determined source IP address for the second communication device, and transferring the modified SIP invite to the third communication device.
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370.发明授权公开(公告)号：US10725759B2
公开(公告)日：2020-07-28
申请号：US15284202
申请日：2016-10-03
Applicant: Avaya Inc.
Inventor： Jason Tanabe , Udi Arie , Stephen McIntyre , Jing Xie
Abstract: The embodiments herein are directed to collecting information from multiple sources about platform capabilities and evaluating the platform capabilities of at least a requesting computer system and a server. A portal can automatically and dynamically select a proper client/application to handle communication based on availability, connectivity and more characteristics and provide a communication recommendation when requesting a function. Logic in the portal allows the portal to determine how best to set up execution of the function. The portal logic can essentially evaluate all of the options available and then choose the best option.
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