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公开(公告)号：US20210081363A1
公开(公告)日：2021-03-18
申请号：US16570221
申请日：2019-09-13
Applicant: Avaya Inc.
Inventor： Avinash Anand , Neha Kumari
IPC: G06F16/176 , G06F16/957 , G06F16/958 , G06F16/955
Abstract: Embodiments described herein provide systems and methods for enabling document sharing in a co-browsing session. In a particular embodiment, a method provides performing operations as follows on a processor of a computer system: initiating the co-browsing session; generating a graphical user interface (GUI) of the co-browsing session configured to display on a user device; receiving a document to be shared in the co-browsing session from the user device via a network location; in response to receiving the document, converting the document to an HTML format version of the document; and appending the HTML format version of the document to the GUI, wherein the GUI is configured to dynamically display the HTML format version of the document on the user device.
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公开(公告)号：US10938914B2
公开(公告)日：2021-03-02
申请号：US14997855
申请日：2016-01-18
Applicant: Avaya Inc.
Inventor： Stephen M. Milton , Timothy I. Ross
Abstract: A request to establish an IM session is received. For example, a Session Initiation Protocol (SIP) INVITE message is received. The request is to an Address of Record (AoR) that has two or more associated communication endpoints on different IM systems. The request is forked to the two or more communication endpoints. An IM communication server, acting on behalf of a first communication endpoint, receives one of the forked requests. The forked request is automatically answered. For example, the IM communication server can automatically send a SIP 200 OK message. The answer causes the second forked request to be automatically canceled. The IM communication server sends a second request to the second communication endpoint to add the second communication endpoint to the IM session. This allows each communication endpoints to display a single instance of an AoR on the IM session.
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33.发明申请公开(公告)号：US20210056560A1
公开(公告)日：2021-02-25
申请号：US16546514
申请日：2019-08-21
Applicant: Avaya Inc.
Inventor： Thomas Moran , Gerard Carty
Abstract: Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.
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公开(公告)号：US20210049531A1
公开(公告)日：2021-02-18
申请号：US16538215
申请日：2019-08-12
Applicant: Avaya Inc.
Inventor： Ranga Bhargavan Sudarsanam , Sameer Prabhakar Joshi , Sunil Saraff
Abstract: Calendaring applications are common tools to schedule a resource, such as a person or a device. Often calendars have inaccurate entries where events are scheduled but not attended, in whole or in part, or attended but not on a schedule. As a result, a scheduled resource may appear allocated when available or vice versa. By utilization device logs and comparing entries in a calendar database, actual availability and/or utilized events may be determined and the calendar data entries updated to reflect actual utilization (or lack thereof).
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公开(公告)号：US20210037068A1
公开(公告)日：2021-02-04
申请号：US16524815
申请日：2019-07-29
Applicant: Avaya Inc.
Inventor： Sudhir Shelke , Amol Navale , Aonkar Takalikar
IPC: H04L29/06
Abstract: The technology disclosed herein enables the creation of a contacts group from participants in a communication session along with the ability to share that created contacts group. In a particular embodiment, a method includes identifying participants participating in a communication session and receiving first user input from a first participant of the participants. The first user input identifies a first selection of the participants comprising at least one of the participants. The method further includes obtaining first contact information for the first selection of the participants and including the first contact information in a first contacts group. The method also includes providing the first contacts group to a selection of one or more users.
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Patent Agency Ranking
公开(公告)号：US20200382640A1
公开(公告)日：2020-12-03
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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公开(公告)号：US20200351399A1
公开(公告)日：2020-11-05
申请号：US16402069
申请日：2019-05-02
Applicant: Avaya Inc.
Inventor： John Young , Pushkar Yashavant Deole , David Chavez , Laurent Philonenko
Abstract: An acceptance of an end user license is received from a user communication endpoint. The acceptance of the end user license causes a smart contract to associate a number of digital tokens (i.e., digital currency) with a user of the user communication endpoint. For example, the user may electronically agree to abide by terms associated with transactions within a contact center. A communication session is established between the user communication endpoint and the contact center. Input is received that indicates that the user wants to have a transaction with the contact center. For example, the transaction may be that the user wants to be moved to the top of a contact center queue. The transaction causes a change to the number of digital tokens associated with the user. The change in digital tokens is then stored in a blockchain associated with the contact center.
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公开(公告)号：US10812321B2
公开(公告)日：2020-10-20
申请号：US16188610
申请日：2018-11-13
Applicant: Avaya Inc.
Inventor： Gerard Carty , Thomas Moran
Abstract: A plurality of nodes on a network may be utilized to communicate with external nodes outside of the plurality. The removal from service of a number of the plurality of nodes may cause the network to become ineffective or inoperable. Nodes may be monitored to determine a predicated out-of-service condition and mitigating actions taken. For example, if an operator of a node is likely to be unable to provide required inputs to the node, another node with associated operator may be allocated to become available at a timely predicted to coincide with the outage of the monitored node. Other mitigating actions may also be utilized, such as reassigning the physical location of the monitored node.
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公开(公告)号：US20200314242A1
公开(公告)日：2020-10-01
申请号：US16370462
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.
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公开(公告)号：US20200304643A1
公开(公告)日：2020-09-24
申请号：US16356954
申请日：2019-03-18
Applicant: Avaya Inc.
Inventor： Jinson Abraham
Abstract: Electronic conferences often comprise a mixture of on-site and remote participants. A moderator may selectively engage remote participants for full-duplex interactions, such in response to the remote participant “raising their hand” to signal a question or desire to speak. Systems and methods are provided to enable a moderator to utilize natural speech to be utilized as voice commands, and with no other input, to cause a remote participant to be unmuted, enabling full-duplex for the associated remote terminal, and when the question is done, re-muted and thereby returned to half-duplex.
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