公开(公告)号：US11283924B2

公开(公告)日：2022-03-22

申请号：US14486001

申请日：2014-09-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC: G06F16/2457 ,  G06F16/242 ,  G06F16/335 ,  G06F16/9032 ,  H04M3/51 ,  H04M3/523 ,  H04L67/50 ,  G06Q10/10 ,  G06F16/2453 ,  G06F16/2455 ,  H04L67/02 ,  H04L67/306 ,  H04L67/14

Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

公开(公告)号：US20210344738A1

公开(公告)日：2021-11-04

申请号：US17374701

申请日：2021-07-13

Applicant: Avaya Inc.

Inventor： Clark D. Petrie ,  John H. Yoakum

IPC: H04L29/08

Abstract: A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component. The sensor controller is configured to receive the at least one environmental characteristic value from the at least one environmental sensor, and transmit information based on the at least one environmental characteristic value to a network.

公开(公告)号：US10862929B2

公开(公告)日：2020-12-08

申请号：US16599185

申请日：2019-10-11

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  John H. Yoakum ,  Paul D'Arcy

IPC: H04M3/00 ,  H04L29/06 ,  H04L29/08 ,  H04M3/51 ,  H04M3/523 ,  H04M3/42 ,  H04M7/00 ,  H04L12/58

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.

公开(公告)号：US20190141185A1

公开(公告)日：2019-05-09

申请号：US16238210

申请日：2019-01-02

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

公开(公告)号：US10218841B2

公开(公告)日：2019-02-26

申请号：US14755856

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/22

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

公开(公告)号：US10205624B2

公开(公告)日：2019-02-12

申请号：US13912520

申请日：2013-06-07

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04L29/06

Abstract: Bandwidth-efficient archiving of real-time interactive flows is disclosed herein. Related methods, systems, and computer-readable media are also disclosed. In this regard, in one embodiment, a method for archiving a real-time interactive flow is provided. The method comprises receiving, by a computing device, a real-time interactive flow, and forking the real-time interactive flow at the computing device as an archival stream. The method also comprises streaming the archival stream from the computing device to an archival repository at an adjustable streaming rate. The method additionally comprises measuring a change in a performance characteristic of the real-time interactive flow, and modifying the adjustable streaming rate based on the change in the performance characteristic of the real-time interactive flow. In this manner, a real-time interactive flow may be duplicated in a bandwidth-sensitive fashion while capturing a high-quality archive of the real-time interactive flow.

公开(公告)号：US10154391B2

公开(公告)日：2018-12-11

申请号：US14809734

申请日：2015-07-27

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: G04G21/06 ,  H04W4/02 ,  H04B1/3827 ,  H04W52/02 ,  G04G21/08 ,  G08B25/01 ,  H04W4/22 ,  G10L15/22 ,  H04W4/90 ,  H04M1/725

Abstract: Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.

公开(公告)号：US10129040B2

公开(公告)日：2018-11-13

申请号：US14807301

申请日：2015-07-23

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum

IPC: H04L12/18 ,  H04L29/06 ,  H04L29/08

Abstract: A computing device including a processor device determines that a contact center agent (CCA) is in a non-contact session mode. A particular open conference session of a plurality of open conference sessions is identified. A CCA device associated with the CCA is connected to the particular open conference session.

公开(公告)号：US09912814B2

公开(公告)日：2018-03-06

申请号：US14751988

申请日：2015-06-26

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/00 ,  H04M3/51 ,  G06Q10/06 ,  G08B5/36

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G08B5/36

Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.

公开(公告)号：US09912705B2

公开(公告)日：2018-03-06

申请号：US14313041

申请日：2014-06-24

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  Mehmet Balasaygun ,  John H. Yoakum

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/1006 ,  H04L65/103 ,  H04L65/1069 ,  H04L65/608 ,  H04L65/80 ,  H04L67/02

Abstract: Enhancing media characteristics during Web Real-Time Communications (WebRTC) interactive sessions by using Session Initiation Protocol (SIP) endpoints, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method comprises intercepting, by a media redirection agent of a WebRTC client executing on a computing device, a WebRTC initiation token. The method further comprises generating a SIP endpoint WebRTC token based on the WebRTC initiation token, and sending the SIP endpoint WebRTC token to a remote endpoint. The method also comprises establishing a WebRTC interactive session between the remote endpoint and a SIP endpoint based on the SIP endpoint WebRTC token. By leveraging the audio and/or video functionality of the SIP endpoint, the media characteristics of the WebRTC interactive session may be enhanced, resulting in an enhanced user experience.