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公开(公告)号：US10599765B2
公开(公告)日：2020-03-24
申请号：US13929090
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： David Skiba , George Erhart , Lee Becker , Valentine C. Matula
Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.
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公开(公告)号：US20200076635A1
公开(公告)日：2020-03-05
申请号：US16122162
申请日：2018-09-05
Applicant: Avaya Inc.
Inventor： Luciano Godoy Fagundes
Abstract: According to one embodiment, facilitating communications through a communication device can comprise monitoring, by the communication device, one or more environmental sensors of the communication device including at least one sensor collecting biometric information. A presence of one or more people can be detected by the communication device based on the monitoring or the one or more environmental sensors and the detected one or more people can be identified by the communication device based at least in part on input from the one or more environmental sensors. One or more possible actions related to communications through the communication device can be determined by the communication device based on the identified one or more people. A user interface including a prompt for at least one of the determined one or more possible actions related to communications through the communication device can then be provided.
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公开(公告)号：US20200066133A1
公开(公告)日：2020-02-27
申请号：US16113763
申请日：2018-08-27
Applicant: Avaya Inc.
Inventor： Rifaat Shekh-Yusef , John C. Lynch
Abstract: The methods and systems of the present disclosure can set at least one threshold for properties of at least one sound, where the at least one threshold comprises a first threshold, and where the at least one sound comprises a first sound received at a first device; monitor changes in properties of the first sound over time at the first device; detect a first violation of the first threshold for the first sound; and provide a first notification based on the detection of the first violation.
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公开(公告)号：US20200045092A1
公开(公告)日：2020-02-06
申请号：US16599185
申请日：2019-10-11
Applicant: Avaya Inc.
Inventor： Neil O'Connor , John H. Yoakum , Paul D'Arcy
Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.
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385.发明申请公开(公告)号：US20200034778A1
公开(公告)日：2020-01-30
申请号：US16043378
申请日：2018-07-24
Applicant: Avaya Inc.
Inventor： Dara Geary , Enda Dooley
Abstract: Providing training interventions in a contact center includes determining a first agent of the contact center to offer training to; selecting from a data store a first training item from among a plurality of training items related to addressing the same training opportunity, each of the plurality of training items having an associated effectiveness value; and assigning the first training item to the first agent. Subsequent to the first agent completing the first training item, an effectiveness of the first training item is measured; and based on the measured effectiveness, the effectiveness value associated with the first training item is adjusted.
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Patent Agency Ranking
公开(公告)号：US10510033B2
公开(公告)日：2019-12-17
申请号：US14873412
申请日：2015-10-02
Applicant: Avaya Inc.
Inventor： Sreekanth Miryala
Abstract: Even with modern high-speed processors and bandwidth, many systems implement intensive data reporting components that tax resources. Even very small improvements in reporting efficiencies can result in significant cost and resource savings, as well as improvements in the performance of such resources. Recording facts (e.g., events) with a standardized time and time interval based upon a universal reference, such as Coordinated Universal Time (UTC), and reporting based upon local time and local intervals improves data processing throughput with limited report granularity. For example, since forty-eight intervals comprise most of the world's time zones, reports simply designating facts as occurring within one of the forty-eight intervals and one of the thirty-minute intervals greatly improves operability and throughput.
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公开(公告)号：US10462227B2
公开(公告)日：2019-10-29
申请号：US14576089
申请日：2014-12-18
Applicant: Avaya Inc.
Inventor： Gaurav Badge , Ramanujan S. Kashi , Biswajyoti Pal
IPC: H04L29/08 , G06F16/954 , H04L29/06
Abstract: Embodiments described herein provide systems and method for implementing privacy control 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 receiving first privacy settings from the first client, wherein the first privacy settings indicate how the website should be presented at the second client. The method further provides presenting the website at the first client and presenting the website at the second client based on the first privacy settings.
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388.发明申请公开(公告)号：US20190287077A1
公开(公告)日：2019-09-19
申请号：US16434322
申请日：2019-06-07
Applicant: Avaya Inc.
Inventor： Reinhard Klemm
Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.
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公开(公告)号：US20190273821A1
公开(公告)日：2019-09-05
申请号：US16419554
申请日：2019-05-22
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
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公开(公告)号：US20190238680A1
公开(公告)日：2019-08-01
申请号：US15882076
申请日：2018-01-29
Applicant: Avaya Inc.
Inventor： Lakshmi Narayanan , Prem Kumar Bhavnani , Harshad R. Apshankar
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.
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