公开(公告)号：US10715669B2

公开(公告)日：2020-07-14

申请号：US15882076

申请日：2018-01-29

Applicant: Avaya Inc.

Inventor： Lakshmi Narayanan ,  Prem Kumar Bhavnani ,  Harshad R. Apshankar

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/58

Abstract: Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.

公开(公告)号：US10701060B2

公开(公告)日：2020-06-30

申请号：US15597211

申请日：2017-05-17

Applicant: Avaya Inc.

Inventor： Seung Bong Han ,  Wu Miao ,  Sanket Ravindra Tandulwadkar ,  Sunil Menon ,  Carl Keene

IPC: H04L29/06 ,  H04L9/32 ,  H04L12/931 ,  H04L12/717 ,  H04L12/721

Abstract: Generating PKI credentials for authenticating a networking appliance attempting to attach to a network includes: receiving a certificate signing request (CSR) from the networking appliance, wherein the CSR comprises credential data associated with an identity of the networking appliance; generating an appliance certificate based on the credential data and a certificate authority (CA) certificate associated with the computer; and returning the appliance certificate to the networking appliance.

公开(公告)号：US20200177709A1

公开(公告)日：2020-06-04

申请号：US16249521

申请日：2019-01-16

Applicant: Avaya Inc.

Inventor： Joel Ezell

IPC: H04L29/06

Abstract: To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.

公开(公告)号：US10666691B2

公开(公告)日：2020-05-26

申请号：US15092914

申请日：2016-04-07

Applicant: Avaya Inc.

Inventor： Douglas Richards ,  Joel Ezell

IPC: G06F15/16 ,  H04L29/06 ,  H04L29/08

Abstract: A request to establish a communication session between the first communication endpoint and a second communication endpoint is received. For example, the request may be a Session Initiation Protocol (SIP) INVITE message to establish a voice communication session. A security classification for the communication session is determined. For example, the determined security classification may be that the call is top secret or unclassified. The security classification is not based on whether the communication session is solely encrypted. The security classification is inserted into the request to establish the communication session. The request to establish the communication session with the security classification is sent to the second communication endpoint. This allows the second endpoint to display the security classification. A similar process is used in a response to the request to establish the communication session to convey the security classification to the first communication endpoint.

公开(公告)号：US10659611B1

公开(公告)日：2020-05-19

申请号：US16248647

申请日：2019-01-15

Applicant: Avaya Inc.

Inventor： Prashant Jangale ,  Prashant Jawale ,  Umesh Mahajan

IPC: H04M3/523 ,  H04M3/51

Abstract: A callback window for initiating an electronic communication session with a customer communication endpoint is received. A request from an agent communication endpoint is received to not handle any electronic communication sessions during a time period. For example, a contact center agent may want to take a lunch break. A determination is made that the callback window (or a portion of the callback window) is within the time period. In response to determining the callback window is within the time period, the system may take various steps, such as, automatically denying the request, automatically adjusting the time period, and sending various messages to the agent communication endpoint to identify ways to handle the communication session.

公开(公告)号：US20200153402A1

公开(公告)日：2020-05-14

申请号：US16740661

申请日：2020-01-13

Applicant: AVAYA INC.

Inventor： John C. Lynch ,  Miguel Dearaujo

IPC: H03G3/30 ,  H04R3/00

Abstract: Workplace safety is a principal concern in many environments. Protecting user ears from damage due to extended exposure to unacceptably high sound volume serves as an important component to workplace safety. Monitoring a device, such as a phone, utilized by a user often provides an incomplete picture of the sound level presented to the user. As provided herein, monitoring a user's sound exposure on one device may cause the sound level presented to the user from a second device to become limited. Additionally, over time the sound level limits may be adjusted based on the cumulative historic sound exposure. As a result, the user may avoid exposure to unacceptably high sound levels originating from more than one source and/or over an extended period of time.

公开(公告)号：US20200119936A1

公开(公告)日：2020-04-16

申请号：US16159368

申请日：2018-10-12

Applicant: Avaya Inc.

Inventor： Mehmet Balasaygun ,  Joel Ezell

IPC: H04L12/18 ,  G06F17/30 ,  H04L9/06

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.

公开(公告)号：US10606920B2

公开(公告)日：2020-03-31

申请号：US14471458

申请日：2014-08-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F17/21 ,  G06F3/01 ,  G06K9/00 ,  G06F21/32 ,  H04W8/18 ,  G06F3/0482 ,  H04N21/435 ,  G10L15/22 ,  G06F3/0488 ,  G06T19/00 ,  G06F17/00

Abstract: Mechanisms for providing text components of a text stream in a display area are disclosed. Text components of a text stream are provided for presentation in a display area of a display. An eye system of a user is concurrently analyzed while providing the text components for presentation in the display area. Based on analyzing the eye system, a stream control command that requests a change in a characteristic of the presentation of the text components is determined. In response to the stream control command, the presentation of the text components is altered in accordance with the stream control command.

公开(公告)号：US10601831B2

公开(公告)日：2020-03-24

申请号：US14943225

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Joel M. Ezell ,  Mehmet C. Balasaygun ,  Geoff Baskwill

IPC: H04L29/06 ,  H04L29/08

Abstract: When a user is attempting to access a server application, a challenge is received, in a browser, for a one or more login credentials to access a server application (e.g., a web page). For example, a user is requested to provide a user name and password to login to the server application. In response to the user providing the credentials via the browser, the login credentials are sent. If the credentials are validated, an access token is received by the browser from the server application. In response to receiving the access token for the server application, the browser sends the access token and an address for the server application, via a local loopback address, to a local application. This allows the local application to send local information, such as local files, to the server application using the token.

公开(公告)号：US10601595B2

公开(公告)日：2020-03-24

申请号：US15146721

申请日：2016-05-04

Applicant: Avaya Inc.

Inventor： Rifaat Shekh-Yusef

IPC: H04L9/32 ,  H04L29/06 ,  H04W12/06 ,  H04L9/00 ,  H04L9/14 ,  H04L9/30 ,  H04L29/08

Abstract: To secure an application, a request to establish a communication session with a client is received from the application, at a server. The server sends the request to establish the communication session to the client. The request to establish the communication session generates a request for a user to approve the application. If the request is approved, a client token is received. A certificate with a public key and a private key is created and the public key is sent to the application. An application token that is encrypted using the public key is received from the application. The application token is unencrypted using the private key and compared to the client token. In response to the unencrypted application token matching the client token, an approval message is sent to the client to establish the communication session. The application can then establish a secure communication session with the client.