公开(公告)号：US20200304594A1

公开(公告)日：2020-09-24

申请号：US16898572

申请日：2020-06-11

Applicant: Avaya Inc.

Inventor： Reinhard P. Klemm ,  Doree Duncan Seligmann

IPC: H04L29/08 ,  H04W4/21

Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.

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：US20200273076A1

公开(公告)日：2020-08-27

申请号：US16282714

申请日：2019-02-22

Applicant: Avaya Inc.

Inventor： Navin Daga

IPC: G06Q30/02 ,  H04L12/58

Abstract: Systems and methods for processing user-generated data items comprising: selecting a first user-generated data item comprising a first content; reviewing a plurality of related user-generated data items each containing a second content, wherein one or more portions of the second content of each related user-generated data item relate to one or more portions of the first content of the first user-generated data item; selecting based on the first and second content, one or more of the related user-generated data items; and automatically providing the one or more related user-generated data items with the first user-generated data item.

公开(公告)号：US20200259952A1

公开(公告)日：2020-08-13

申请号：US16865045

申请日：2020-05-01

Applicant: Avaya Inc.

Inventor： Pushkar Yashavant Deole ,  Joel M. Ezell

IPC: H04M3/428 ,  H04M3/51

Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

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：US20200236214A1

公开(公告)日：2020-07-23

申请号：US16251502

申请日：2019-01-18

Applicant: Avaya Inc.

Inventor： Viralkumar R. Mehta ,  Shivani Gupta

IPC: H04M3/428 ,  G08B5/36 ,  G08B5/22

Abstract: The technology disclosed herein enables an endpoint system to present a visual indicator that user communications have been suspended. In a particular embodiment, a method includes exchanging audio user communications for the communication between the first endpoint system and a second endpoint system. At the first endpoint system, the method includes determining that the second endpoint system caused a suspension of the audio user communications and providing a first visual indicator of the suspension.

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.

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.