公开(公告)号：US20200280591A1

公开(公告)日：2020-09-03

申请号：US16876379

申请日：2020-05-18

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06 ,  G06F3/0482 ,  H04L29/08 ,  H04M3/493 ,  H04M3/51

Abstract: Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device.

公开(公告)号：US20200228471A1

公开(公告)日：2020-07-16

申请号：US16832735

申请日：2020-03-27

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L12/58

Abstract: Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.

公开(公告)号：US20170085515A1

公开(公告)日：2017-03-23

申请号：US14586691

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： Reinhard Klemm ,  Valentine Matula

IPC: H04L12/58 ,  H04L29/08

CPC classification number: H04L51/32 ,  H04L51/046 ,  H04L67/22

Abstract: A contact center is operated by reference to response time statistics and social media analytics. A method for identifying a user population's sensitivity to response time delay comprises monitoring social network messaging activity to identify user messages associated with the user population. In some embodiments, the activity relates to at least one of an entity or a product or service associated with the entity. The user population may be selected on the basis of a socio-demographic characteristic or on the basis of observable social networking behavior and/or sentiment over a prior selection phase. The method further includes selecting a loyalty transition boundary identified by detecting a difference in aggregate sentiment between a first group of users receiving a response delayed by a first time period and a second group of users receiving a response delayed by a second time period greater than the first time period.

公开(公告)号：US09571660B2

公开(公告)日：2017-02-14

申请号：US14512087

申请日：2014-10-10

Applicant: Avaya, Inc.

Inventor： Reinhard Klemm ,  Parameshwaran Krishnan ,  Navjot Singh

IPC: H04M3/42 ,  H04M3/56 ,  H04L12/58 ,  H04L12/18

CPC classification number: H04M3/565 ,  H04L12/1827 ,  H04L51/04

Abstract: Questions are received for a conference call. The questions are submitted electronically, such as by email or Instant Messaging (IM). The questions can be submitted before and/or during the conference call. The questions are clustered into one or more similar categories. The clustered questions are sent to participants of a conference. For example, the questions can be sent to a presenter of the conference call as an agenda to follow for a question and answer section of the conference call. Likewise, the questions may also be sent to the conference participants as an agenda of the question and answer section of the conference call. The presenter can discuss the questions with the conference participants based on the categorization of the submitted questions.

Abstract translation: 收到电话会议的问题。 这些问题以电子方式提交，例如通过电子邮件或即时消息（IM）。 问题可以在电话会议之前和/或会议期间提交。 问题集中在一个或多个类似的类别中。 聚集的问题被发送给会议的参与者。 例如，可将问题发送给电话会议的主持人作为电话会议的问答部分的议程。 同样，这些问题也可以作为电话会议的问答部分的议程发送给会议参与者。 演讲者可以根据提交的问题的分类与会议参与者讨论问题。

公开(公告)号：US20160042371A1

公开(公告)日：2016-02-11

申请号：US14452472

申请日：2014-08-05

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q30/02

CPC classification number: G06Q30/0203 ,  G06Q50/01

Abstract: A contact center is operated, on behalf of an entity, by reference to social media analytics. A user profile, acquired for each of a plurality of social media users, identifies the user and includes at least one of three indications of sentiment derived over time through analysis of social media event activities and/or behavior. The sentiment indications of a profile include user sentiment toward the entity, user sentiment toward one or more competitor(s) of the entity, and/or user sentiment toward a particular product or service offered by the entity or a competitor(s) of the entity. A communication session is established between a communication terminal of a contact center agent and one of the users for whom a user profile is stored. A menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user's profile is displayed to the agent.

Abstract translation: 通过参考社交媒体分析，联络中心代表实体运营。 为多个社交媒体用户中的每一个获取的用户简档识别用户，并且包括通过分析社交媒体事件活动和/或行为随时间推导出的情绪的三种指示中的至少一种。 简档的情绪指示包括用户对实体的信心，对实体的一个或多个竞争对手的用户情绪，以及/或用户对由该实体或竞争对手提供的特定产品或服务的情绪 实体。 在联系中心代理的通信终端与存储用户简档的用户之一之间建立通信会话。 向代理显示包括用于寻址或利用用户简档中反映的情绪变化的至少一个选项的菜单。

公开(公告)号：US20150379478A1

公开(公告)日：2015-12-31

申请号：US14318674

申请日：2014-06-29

Applicant: AVAYA INC.

Inventor： Reinhard Klemm

IPC: G06Q10/10 ,  G06F17/30

CPC classification number: G06Q10/1095 ,  G06F16/50 ,  G06F16/60 ,  G06Q50/01

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.

Abstract translation: 用于动态响应与至少一个事件参与者有关的一个或多个数据源的信息请求的系统和方法。 在服务器处接收预定事件的通知。 该通知标识被邀请参加或参与事件的多个个体。 从一个或多个数据源检索与事件参与者相关的数据属性并存储。 数据属性可以包括个人属性，专业属性和社交交互属性。 在事件之前，期间或之后，接收和处理请求以提供事件参与者和其他感兴趣方访问相关事件参与者的相关信息，具有一个或多个属性的事件参与者的身份以及一个或多个属性的属性列表 比较知名的事件参与者。 请求可以包括在事件期间捕获的图像和录音。