公开(公告)号：US10356130B2

公开(公告)日：2019-07-16

申请号：US15605517

申请日：2017-05-25

Applicant: Avaya Inc.

Inventor： Ananda HP ,  Amit Bijwe ,  Joel Ezell ,  Gordon Brunson

IPC: H04L29/06

Abstract: In order to deal with multiple communication endpoints that use a single address of record (e.g., a telephone number), a list of friendly names is determined for the multiple communication endpoints. The friendly names identify individual communication endpoints. For example, a friendly name may be “Joe's Desktop.” When a Computer Telephone Integration (CTI) application is associated with a communication session, the list of friendly names is presented to a user. The user selects one of the friendly names. This results in a message being sent that indicates a communication endpoint associated with the selected friendly name. The message with the friendly name causes a new communication session to be automatically initiated from a communication endpoint associated with the selected friendly name or an answer of a forked communication session with the communication endpoint associated with the selected friendly name.

公开(公告)号：US10348897B2

公开(公告)日：2019-07-09

申请号：US15634369

申请日：2017-06-27

Applicant: Avaya Inc.

Inventor： Bhanu Venkata Nagesh Nallam ,  Srinivasa Rao Samineni

IPC: H03M7/30 ,  H04L12/58 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  G06F11/14 ,  G06F16/174

Abstract: Storing a message in a conversation involving a contact of a contact center and an agent of the contact center includes receiving, by a computer of the contact center, the message, wherein the conversation comprises a plurality of messages and then a) identifying redundant information in the received message that is redundant based on one or more of the plurality of messages; and b) identifying derivable information that is derivable from a data source external to the received message. Next, a modified message is generated by eliminating the redundant information and the derivable information from the received message; and the modified message is stored. The modified message can include a number of separate parts, each selectively compressed by a respective compression algorithm.

公开(公告)号：US10348895B2

公开(公告)日：2019-07-09

申请号：US14622718

申请日：2015-02-13

Applicant: Avaya Inc.

Inventor： Lorraine Denby ,  Wen-Hua Ju ,  Patrick Tendick

IPC: H04M3/51 ,  H04M7/00

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

公开(公告)号：US20190199968A1

公开(公告)日：2019-06-27

申请号：US16287697

申请日：2019-02-27

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/15 ,  H04N7/14 ,  G06K9/00 ,  G11B27/036

CPC classification number: H04N7/155 ,  G06K9/00718 ,  G06K2009/00738 ,  G11B27/036 ,  H04N7/147 ,  H04N7/152

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

公开(公告)号：US10320737B2

公开(公告)日：2019-06-11

申请号：US14753890

申请日：2015-06-29

Applicant: Avaya Inc.

Inventor： Jon Silverman ,  Mehmet Balasaygun ,  Rajeshwari Edamadaka

IPC: G06F15/16 ,  H04L12/58

Abstract: A device and method temporally correlates communication types. The method performed by a first electronic device includes receiving a first message in a first communication format from a second electronic device, the first message having first metadata associated therewith. The method includes determining respective second metadata associated with existing conversations. The existing conversations each include a plurality of existing messages in at least one second communication format. The existing messages are a thread in a temporal order. The existing conversations are shown in a single, respective user interface. The method includes determining a correlation between the first message and one of the existing conversations based upon the first and second metadata. The method includes inserting the first message in the existing messages of the one of the existing conversations that maintains the temporal order.

公开(公告)号：US10313526B2

公开(公告)日：2019-06-04

申请号：US15928487

申请日：2018-03-22

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  H04M3/493

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

公开(公告)号：US10263952B2

公开(公告)日：2019-04-16

申请号：US14068839

申请日：2013-10-31

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Alan B. Johnston

IPC: G06F15/16 ,  H04L29/12 ,  G06F17/30 ,  H04L29/06 ,  H04L29/08

Abstract: Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed.

公开(公告)号：US10254734B2

公开(公告)日：2019-04-09

申请号：US15357471

申请日：2016-11-21

Applicant: Avaya Inc.

Inventor： Shahid Mahmood

IPC: G05B19/042 ,  G06F3/0488 ,  G06F3/041 ,  G06F11/00

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media to facilitate testing user-selectable functions on a user interface of a computing device, wherein a piezoelectric grid comprising piezoelectric material that deforms upon application of electricity is installed onto a surface of the user interface of the computing device. In a particular embodiment, a method provides generating a control mapping of areas of the piezoelectric grid to locations on the user interface of the computing device. The method further provides receiving test instructions comprising actuation information for a targeted portion of the user interface of the computing device. The method further provides processing the test instructions and the control mapping to determine control signals for the piezoelectric grid to implement the test instructions, and transmitting the control signals to the piezoelectric grid to actuate the targeted portion of the user interface of the computing device.

公开(公告)号：US10237325B2

公开(公告)日：2019-03-19

申请号：US13734663

申请日：2013-01-04

Applicant: Avaya Inc.

Inventor： Gaurav Moreshwar Badge ,  Deep Subhash Pai

IPC: H04L29/08 ,  H04L29/06

Abstract: Embodiments described herein provide systems and method for allowing multiple devices to browse the same instance of a website. In a particular embodiment, a method provides receiving an instruction in the co-browsing system to initiate a co-browsing session for a website with a first client and a second client. The method further provides acquiring the website from a server that hosts the website and rendering the website in the co-browsing system to generate a rendered image of the website. The method further provides transferring a first copy of the rendered image to the first client and a second copy of the rendered image to the second client.

公开(公告)号：US10218701B2

公开(公告)日：2019-02-26

申请号：US15065557

申请日：2016-03-09

Applicant: Avaya Inc.

Inventor： Anand Bernard Alen ,  Aparna Govindaraju ,  Balasubramaniam Palanisamy ,  Bharanidharan Ramachandran ,  Gregory Alan Johns ,  Kathiresan Deivasagayam ,  Ramakanth Damodaram ,  Prem Sumetpong

IPC: G06F7/04 ,  H04L29/06

Abstract: Methods and systems are provided for automatically securing account access by verifying account information with an email provider. The methods and systems automatically determine whether provided login identification and account information, in the form of an email address, is valid by a server requesting validation information from the email server of the email address. The request is automatically provided, as a background process, in response to receiving login credential information entered by a user. The email server can provide verification of the email address, whether a password associated with the email address has changed, or if the request bounces. Push notifications may be utilized by the email server to notify registered entities of any changes to login credential information associated with an account. The methods provided secure account access and active sessions subsequent to an email account owner changing a password or terminating the email account.