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公开(公告)号：US10079937B2
公开(公告)日：2018-09-18
申请号：US14287378
申请日：2014-05-27
Applicant: Avaya Inc.
Inventor： Dawid Nowak , Tony McCormack
IPC: H04M3/51
CPC classification number: H04M3/5175
Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.
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公开(公告)号：US20180255404A1
公开(公告)日：2018-09-06
申请号：US15971607
申请日：2018-05-04
Applicant: Avaya Inc.
Inventor： Azaria Cohen , Tamar Barzuza
CPC classification number: H04R23/008 , G06F3/012 , G06F3/013 , H04N7/147 , H04N7/15 , H04R3/005 , H04R29/004
Abstract: A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.
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413.发明申请公开(公告)号：US20180249014A1
公开(公告)日：2018-08-30
申请号：US15902664
申请日：2018-02-22
Applicant: Avaya Inc.
Inventor： Torbjörn Karlsson , Peter Fredriksson , Tommy Edlund
CPC classification number: H04M3/562 , H04L65/1006 , H04L65/1069 , H04L65/403 , H04M3/567 , H04M2207/187 , H04W4/80
Abstract: A conferencing device receives an indication that a mobile device is in proximity to the conferencing device. The conferencing device receives information, directly from the mobile device, that indicates that the conferencing device is to establish or join a communication session with one or more communication endpoints. The information that indicates that the first conferencing device is to establish or join the communication session with the one or more communication endpoints is based on information that is personal to a user of the mobile device. Once the communication session is established, the conferencing device communicates with the one or more communication endpoints in the communication session. In an alternative embodiment, a printer/scanner can be managed based on personal information received directly from the mobile device.
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公开(公告)号：US10051067B2
公开(公告)日：2018-08-14
申请号：US14504057
申请日：2014-10-01
Applicant: Avaya Inc.
Inventor： Kurt H. Haserodt , William T. Walker
IPC: G06F15/173 , H04L29/08 , H04L12/26
Abstract: In order to provide a more realistic system activity score, an activity monitor gathers activity scores from a plurality of processes on one or more communication systems. An activity score defines an activity level of a particular process. For example, how many cache hits per second are occurring in a communication system or how may a HTTP sessions a web server is handling per second. Because the activity scores are gathered from individual processes within the communication system(s), a more realistic understanding of the overall activity of the communication system(s) can be determined. The gathered activity scores are summed to produce a system activity score. The system activity score is then sent to a user. The user can then utilize the system activity score to better manage the communication system(s).
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公开(公告)号：US10021246B2
公开(公告)日：2018-07-10
申请号：US15152689
申请日：2016-05-12
Applicant: Avaya Inc.
Inventor： Sanjog Narayan Kotnis , Paul Roller Michaelis , Mark J. Fletcher
CPC classification number: H04M3/5116 , H04L12/1895 , H04L51/32 , H04L67/22 , H04M3/42068 , H04M3/42357 , H04M3/5191 , H04M7/0024 , H04M2203/2038 , H04M2203/655
Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.
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Patent Agency Ranking
公开(公告)号：US10009404B2
公开(公告)日：2018-06-26
申请号：US13764976
申请日：2013-02-12
Applicant: Avaya Inc.
Inventor： Bryan Katz , Ted Youel , Daryl Huff , Michael Keenan
CPC classification number: H04L65/608 , H04L63/0272 , H04L63/0815
Abstract: Methods and systems for providing an enterprise class virtual desktop infrastructure (VDI) are provided. Aspects of the VDI include providing support for multiple simultaneous virtual private networks (VPNs), video calls, and for operatively connecting to a selected connected device within a personal workspace through a single sign on procedure. A teletype (TTY) function can also be provided using normal or VPN connections. The VDI can comprise or be incorporated into a thin client device, a telephone, a headset, a keyboard, a mouse, or a monitor.
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公开(公告)号：US09992580B2
公开(公告)日：2018-06-05
申请号：US15061720
申请日：2016-03-04
Applicant: Avaya Inc.
Inventor： Azaria Cohen , Tamar Barzuza
CPC classification number: H04R23/008 , G06F3/012 , G06F3/013 , H04N7/147 , H04N7/15 , H04R3/005 , H04R29/004
Abstract: A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.
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公开(公告)号：US20180130257A1
公开(公告)日：2018-05-10
申请号：US15348054
申请日：2016-11-10
Applicant: AVAYA INC.
Inventor： THOMAS MORAN
CPC classification number: H04N5/77 , G06F16/29 , G06F16/9537 , G06T19/006
Abstract: As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.
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公开(公告)号：US20180124238A1
公开(公告)日：2018-05-03
申请号：US15337479
申请日：2016-10-28
Applicant: Avaya Inc.
Inventor： Sandeep Shah , Pragati Kailash Dhumal , Aakash Jagad , Viral Mehta , Riddhi Kakadia
Abstract: A communication session (e.g., voice or video) is established between a first party and a second party. The communication session is placed on hold or mute by the second party. While the first party is on hold or mute, an event associated with the second party is detected. For example, the second party calls a third party. In response to detecting the event associated with the second party, a progress update message is sent to first party on hold or mute. For example, the progress update message may be a voice message that states the second party (e.g., the contact center agent) is talking to a third party to resolve an issue of the first party. By sending the progress update message, the first party is apprised of the second party's progress in assisting the first party.
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公开(公告)号：US20180115643A1
公开(公告)日：2018-04-26
申请号：US15298914
申请日：2016-10-20
Applicant: AVAYA INC
Inventor： DAVID SKIBA , REINHARD KLEMM , PATRICK TENDICK , GEORGE W. ERHART , WEN-HUA JU
CPC classification number: H04M3/5191 , H04L51/02 , H04M3/5175 , H04M2203/2061
Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
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