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.

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

IPC: H04L29/08 ,  H04L29/06 ,  H04L12/58 ,  H04L12/18

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.

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

IPC: G06Q30/00 ,  G06N5/02 ,  H04L12/26 ,  G10L13/04 ,  G10L15/26 ,  G10L15/22

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.

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

IPC: G06Q10/06 ,  G06Q10/10

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).

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.

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

IPC: H04L12/24 ,  H04M3/51 ,  G06F1/16

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.

公开(公告)号：US10764435B2

公开(公告)日：2020-09-01

申请号：US16116470

申请日：2018-08-29

Applicant: Avaya Inc.

Inventor： Pushkar Yashavant Deole

IPC: H04M3/493

Abstract: A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.

公开(公告)号：US10742800B2

公开(公告)日：2020-08-11

申请号：US16585905

申请日：2019-09-27

Applicant: Avaya Inc.

Inventor： David Chavez ,  Keith Cowley

IPC: H04M3/22 ,  H04M3/51 ,  H04L12/24

Abstract: Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager. In some cases, A timer can be set in response to detecting the failure of the session manager. In response to the timer expiring before detecting the recovery of the session manager, the application server can end monitoring of the communication session. In response to detecting a subsequent recovery of the session manager, a re-invitation message associated with the communication session and including the UCID can be sent. Communications components of the contact center can receive and accept the re-invitation message, re-map a session initiated by the re-invitation message to the communication session based on the UCID from the re-invitation message, and reconstruct the communication session.

公开(公告)号：US10742698B2

公开(公告)日：2020-08-11

申请号：US13630038

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Bryan Katz ,  Tedd Youel ,  Daryl Huff ,  Michael Keenan

IPC: H04L29/06

Abstract: Methods and systems for providing media contention controls at a virtual desktop infrastructure (VDI) device are provided. More particularly, a VDI desktop media controller (DMC) application is provided. The VDI DMC application is executed by the VDI client device. Accordingly, the VDI DMC application provides local control of media. In addition, the VDI DMC application can provide for local control of multiple media streams received simultaneously.

公开(公告)号：US10713668B2

公开(公告)日：2020-07-14

申请号：US13922528

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/00 ,  G06Q30/02

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.