公开(公告)号：US10694273B1

公开(公告)日：2020-06-23

申请号：US16282694

申请日：2019-02-22

Applicant: Avaya Inc.

Inventor： William James Horne ,  Philip Lo

IPC: H04R1/02 ,  H04R1/28

Abstract: The technology disclosed herein enables retention of a speaker on a mounting surface using a clip and a flange. In a particular embodiment, an apparatus includes a speaker comprising a substantially elliptic speaker frame. The apparatus further includes a mounting surface comprising a substantially cylindrical flange into which the speaker frame is positioned. Also, the apparatus includes a substantially elliptic clip positioned in the flange between the speaker frame and a retaining rim of the flange.

公开(公告)号：US10671847B2

公开(公告)日：2020-06-02

申请号：US15602408

申请日：2017-05-23

Applicant: Avaya Inc.

Inventor： David Chavez ,  Laurent Philonenko

IPC: G06K9/00

Abstract: An image (e.g., a picture) is received from a communication device. The image has associated metadata that is captured while the image is taken. For example, the metadata may be a location, a date, and a time of the picture. One or more object(s) (e.g., a car) along with characteristics of the object(s) in the image are identified. For example, a characteristic may be an action associated with the object, such as a person is running. In response to analyzing the one or more objects for the one or more characteristics in conjunction with the metadata, one or more potential workflows are determined (e.g., a workflow to call the police). A list that identifies the one or more potential workflows is sent to the communication device. Input to select one of the one or more workflows is received, which initiates the selected workflow.

公开(公告)号：US10659612B2

公开(公告)日：2020-05-19

申请号：US15903759

申请日：2018-02-23

Applicant: Avaya Inc.

Inventor： Thomas Moran

IPC: H04M3/00 ,  H04M3/523 ,  H04L12/24 ,  H04M3/51

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.

公开(公告)号：US10592217B2

公开(公告)日：2020-03-17

申请号：US14050604

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: G06F8/41 ,  G06F11/14

Abstract: Methods and systems are provided that utilize compiler technology in identifying changed critical variables in work assignment code that cause synchronization issues between a master system and another server. The identified changed critical variables are shared by the master server in a high availability environment. In general, the sharing of changed critical variables includes sending, via a master system, changed code or critical variables to a receiving system. The receiving system can implement the changed code or critical variables to maintain synchronization with the master system.

公开(公告)号：US10579947B2

公开(公告)日：2020-03-03

申请号：US13179245

申请日：2011-07-08

Applicant: Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

Inventor： Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

IPC: G06Q10/06 ,  G06Q30/00

Abstract: Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.

公开(公告)号：US10572879B1

公开(公告)日：2020-02-25

申请号：US11243437

申请日：2005-10-03

Applicant: Chad Hunter ,  Rajeev P. Kalavar

Inventor： Chad Hunter ,  Rajeev P. Kalavar

IPC: H04L12/66 ,  G06Q30/00 ,  G06Q30/02

Abstract: The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.

公开(公告)号：US10554618B2

公开(公告)日：2020-02-04

申请号：US15911064

申请日：2018-03-02

Applicant: Avaya Inc.

Inventor： Hemadri Mhaskar ,  Arunkumar Radhakrishnan Geethananthan

IPC: H04L29/12 ,  H04L12/733 ,  H04L12/715 ,  H04L12/24 ,  H04L12/741 ,  H04L12/46

Abstract: Methods, systems and computer readable media for domain identifier (ID) based access policy control are described.

公开(公告)号：US10547741B2

公开(公告)日：2020-01-28

申请号：US15892556

申请日：2018-02-09

Applicant: Avaya Inc.

Inventor： Jibin George ,  Dinesh Sonawane ,  Susil Kumar Behera ,  Rakesh Kadu ,  Srikant Ranjan Swain

IPC: H04M3/42

Abstract: Placing calls in a non-disturbing manner that includes receiving, by a communication server from a caller endpoint device, a request to place a call to a called endpoint device, wherein the request comprises an indication that the called endpoint device is to be notified about the call in a non-disturbing manner. The communication server also receives from the caller endpoint device, a time period for which a user of the caller endpoint device is available to receive a callback from the called endpoint device, a context associated with the call. Then, the communication server can forward to the called endpoint device, the call, wherein the call includes the time period and the context associated with the call.

公开(公告)号：US10476554B2

公开(公告)日：2019-11-12

申请号：US13159189

申请日：2011-06-13

Applicant: Jeff Gartner ,  Rabail Javed

Inventor： Jeff Gartner ,  Rabail Javed

IPC: H04B5/02

Abstract: A system includes a combined NFC and Bluetooth interface that can interact with one or more other devices that also include the combined NFC and Bluetooth interface. A processor in the device executes an application that includes a thin client and a security wrapper. The thin client can package content in a packet with security settings and send the packet to the other device. Further, the thin client can accept packets from other devices. Based on one or more user settings and/or a level of trust between the devices, the thin client can determine if the packet should be accepted or rejected. If accepted, the thin client can store the content, located within the packet, for the user.

公开(公告)号：US10475042B2

公开(公告)日：2019-11-12

申请号：US14273255

申请日：2014-05-08

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

IPC: G06Q10/06 ,  G06Q30/00 ,  G06Q50/00

Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.