公开(公告)号：US09794514B1

公开(公告)日：2017-10-17

申请号：US15173373

申请日：2016-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: H04N7/15 ,  G06F3/16 ,  G06F3/0484 ,  G06F3/0481 ,  G06F3/0482

CPC classification number: H04N7/15 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/165 ,  H04L65/403 ,  H04M3/567 ,  H04N7/147 ,  H04N7/152

Abstract: Systems and methods for providing capabilities to participants in a multiparty interaction are described, wherein the multiparty interaction is divided into a plurality of areas, and each area is provided with a different set of interaction capabilities. The interaction capabilities for a given area may be defined with respect to other participants within the given area, with respect to other participants outside of the given area, with respect to other participants in a specified area outside of the given area, and/or with respect to all other participants.

公开(公告)号：US09699121B2

公开(公告)日：2017-07-04

申请号：US14697787

申请日：2015-04-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jeffrey D. Hodson ,  Tony McCormack

IPC: G06F15/16 ,  H04L12/58 ,  H04L29/08

CPC classification number: H04L51/04 ,  H04L29/08639 ,  H04L51/16 ,  H04L67/148

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

公开(公告)号：US20170006158A1

公开(公告)日：2017-01-05

申请号：US14755856

申请日：2015-06-30

Applicant: Avaya Inc.

Inventor： Jeffrey D. Hodson ,  John H. Yoakum ,  Tony McCormack

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/22

CPC classification number: H04M3/42221 ,  H04M3/2218 ,  H04M3/5175 ,  H04M2203/401

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Abstract translation: 提供麦克风监控和分析。 确定新的联系人会话的发起，其包括具有麦克风的联络中心代理（CCA）和联系人（CI）之间的通信交互。 在新的联系人会话结束之前，确定由麦克风接收的音频信号未传送给CI的非音频模式。 分析在非音频模式期间通过麦克风接收的音频信号。 确定了共同国家评估报告所说的话语。 基于话语生成联系会话元数据。 生成包含联系会话元数据的联系人会话记录。 联系会话记录被存储。

公开(公告)号：US09525718B2

公开(公告)日：2016-12-20

申请号：US13931970

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: G06F15/16 ,  H04L29/08

CPC classification number: H04L67/02

Abstract: Back-to-back Web Real-Time Communication (WebRTC) virtual agents, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing back-to-back virtual WebRTC agents comprises receiving, by a WebRTC server executing on a computing device, a WebRTC offer/answer exchange between first and second WebRTC clients. The method further comprises instantiating one or more virtual WebRTC agents. The method also comprises establishing a first WebRTC interactive flow between the first WebRTC client and one of the one or more virtual WebRTC agents, and a second WebRTC interactive flow between the second WebRTC client and one of the one or more virtual WebRTC agents. The method additionally comprises directing a content of the first WebRTC interactive flow to the second WebRTC interactive flow, and a content of the second WebRTC interactive flow to the first WebRTC interactive flow, via the one or more virtual WebRTC agents.

Abstract translation: 本文公开了背靠背Web实时通信（WebRTC）虚拟代理以及相关方法，系统和计算机可读介质。 在一个实施例中，用于提供背靠背虚拟WebRTC代理的方法包括由在计算设备上执行的WebRTC服务器接收第一和第二WebRTC客户端之间的WebRTC报价/答复交换。 该方法还包括实例化一个或多个虚拟WebRTC代理。 该方法还包括在第一WebRTC客户端和一个或多个虚拟WebRTC代理之一之间建立第一WebRTC交互流，以及在第二WebRTC客户端与一个或多个虚拟WebRTC代理之一之间建立第二WebRTC交互流。 该方法还包括经由一个或多个虚拟WebRTC代理将第一WebRTC交互流的内容引导到第二WebRTC交互流，以及将第二WebRTC交互流的内容引导到第一WebRTC交互流。

公开(公告)号：US20160358114A1

公开(公告)日：2016-12-08

申请号：US14729502

申请日：2015-06-03

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack ,  Cynthia S. Mitchell

IPC: G06Q10/06

CPC classification number: G06Q10/06395

Abstract: The embodiments relate to the presentation of business and personal performance quantifiers of a user in association with each other. In a non-limiting embodiment, the business and personal performance quantifiers of the user are presented relative to a particular period of time. The embodiments allow the user to assess if a cause-effect relationship exists between the business and personal performance quantifiers. As a result, the user may modify a personal and/or a business activity in order to improve a personal and/or business performance. A method provided includes a personal computing device receiving, over a first period of time, business activity performance quantifiers, receiving, over the first period of time, personal activity quantifiers of the user, generating a dashboard view comprising a visual representation of the business activity performance quantifiers and the personal activity quantifiers relative to the first period of time, and presenting the dashboard view on a display device.

Abstract translation: 这些实施例涉及用户彼此关联的业务和个人表演量表的呈现。 在非限制性实施例中，相对于特定时间段呈现用户的业务和个人性能量化器。 实施例允许用户评估业务和个人表现量词之间是否存在因果关系。 因此，用户可以修改个人和/或商业活动，以改善个人和/或业务绩效。 提供的方法包括个人计算设备，其在第一时间段内接收业务活动性能量化器，在第一时间段内接收用户的个人活动量化器，生成包含业务活动的视觉表示的仪表板视图 性能量词和相对于第一个时间段的个人活动量词，并在显示设备上呈现仪表板视图。

公开(公告)号：US20160182718A1

公开(公告)日：2016-06-23

申请号：US14573163

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/51

Abstract: Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Abstract translation: 公开了用于响应于确定联络中心度量值不是期望值而生成度量消息文本流的机制和对应的联络中心命令。 获得度量值，其量化联络中心的度量。 确定度量值不是期望值。 响应于确定度量值不是期望值，生成度量消息文本流。 生成联络中心动作集合，其包括与度量消息文本流相关联的至少一个联络中心动作。 度量消息标识符（ID）与度量消息文本流相关联。 度量消息ID和联络中心动作集存储在存储器中，并且将度量消息文本流传送到计算设备。

公开(公告)号：US20160062953A1

公开(公告)日：2016-03-03

申请号：US14471458

申请日：2014-08-28

Applicant: Avaya Inc.

Inventor： John H. Yoakum

IPC: G06F17/21 ,  G06K9/00 ,  G06F3/01

CPC classification number: G06F17/211 ,  G06F3/012 ,  G06F3/013 ,  G06F3/017 ,  G06F3/0482 ,  G06F3/04883 ,  G06F21/32 ,  G06K9/00597 ,  G06T19/006 ,  G10L15/22 ,  H04N21/435 ,  H04W8/183

Abstract: Mechanisms for providing text components of a text stream in a display area are disclosed. Text components of a text stream are provided for presentation in a display area of a display. An eye system of a user is concurrently analyzed while providing the text components for presentation in the display area. Based on analyzing the eye system, a stream control command that requests a change in a characteristic of the presentation of the text components is determined. In response to the stream control command, the presentation of the text components is altered in accordance with the stream control command.

Abstract translation: 公开了在显示区域中提供文本流的文本分量的机制。 提供文本流的文本分量用于呈现在显示器的显示区域中。 同时分析用户的眼睛系统，同时提供用于在显示区域中呈现的文本组件。 基于对眼睛系统的分析，确定请求改变文本成分的呈现的特征的流控制命令。 响应于流控制命令，根据流控制命令改变文本分量的呈现。

公开(公告)号：US20150304379A1

公开(公告)日：2015-10-22

申请号：US14255361

申请日：2014-04-17

Applicant: Avaya Inc.

Inventor： Joel Ezell ,  John H. Yoakum

IPC: H04L29/06 ,  H04L29/08

Abstract: Providing Web Real-Time Communications (WebRTC) media services via WebRTC-enabled media servers, and related systems, methods, and computer-readable media is disclosed herein. In one embodiment, a system for providing WebRTC media services comprises a WebRTC-enabled media server including a scripting engine, a WebRTC functionality provider, and a control application programming interface (API). The WebRTC-enabled media server is configured to receive, from a WebRTC application server, a stream establishment application, and to establish, via the stream establishment application, a plurality of WebRTC interactive flows associated with a corresponding plurality of WebRTC clients. The WebRTC-enabled media server is also configured to apply a media service to one or more of the plurality of WebRTC interactive flows to generate one or more media server flows, and provide the media server flows to one or more of the plurality of WebRTC clients. The WebRTC-enabled media server may thus provide functionality via familiar WebRTC control interfaces.

Abstract translation: 本文公开了通过支持WebRTC的媒体服务器以及相关系统，方法和计算机可读介质提供Web实时通信（WebRTC）媒体服务。 在一个实施例中，用于提供WebRTC媒体服务的系统包括启用WebRTC的媒体服务器，其包括脚本引擎，WebRTC功能提供者和控制应用编程接口（API）。 支持WebRTC的媒体服务器被配置为从WebRTC应用服务器接收流建立应用，并且经由流建立应用建立与对应的多个WebRTC客户端相关联的多个WebRTC交互流。 支持WebRTC的媒体服务器还被配置为将媒体服务应用于多个WebRTC交互流中的一个或多个，以生成一个或多个媒体服务器流，并且将媒体服务器流提供给多个WebRTC客户端中的一个或多个 。 因此，启用WebRTC的媒体服务器可以通过熟悉的WebRTC控制接口提供功能。

公开(公告)号：US20150188902A1

公开(公告)日：2015-07-02

申请号：US14141798

申请日：2013-12-27

Applicant: Avaya Inc.

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

IPC: H04L29/06

CPC classification number: H04L63/083 ,  H04L61/2589

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

Abstract translation: 所公开的实施例提供使用信任的一次性凭证以及相关的方法，系统和计算机可读介质访问网络地址转换（TURN）服务器上的遍历使用继电器。 在一个实施例中，一种方法包括由TURN认证代理接收对TURN服务器凭证的请求。 响应于确定请求被授权，代理生成可信的一次凭证并将其发送到请求者。 使用此信任的一次性凭据，允许不受信任的客户端访问TURN服务器，而不会暴露用户名/密码组合。 在另一个实施例中，一种方法包括由TURN服务器接收对TURN服务的请求。 服务器挑战请求，并接收用户名和密码。 响应于确定用户ID和密码构成可信的一次性凭证并且响应于确定该请求被授权，服务器为请求者提供TURN服务。

公开(公告)号：US20150120591A1

公开(公告)日：2015-04-30

申请号：US14068513

申请日：2013-10-31

Applicant: AVAYA INC.

Inventor： John H. Yoakum

IPC: G06Q10/10

Abstract: Unified control of employee access to employer communications systems during periods of employee furlough is disclosed. In one embodiment, a server includes a user interface to receive employee furlough information from a user. This information comprises at least one employee indicia identifying at least one furlough employee and period of furlough. The server includes a communications interface to communicate with a plurality of employer communications systems. The server includes a control system to receive the employee furlough information and determine restricted employer communications systems for the at least one furlough employee. These restricted employer communications systems are determined from among the plurality of employer communications systems based on the received employee furlough information. The control system instructs the restricted employer communications systems to restrict communications access of the at least one furlough employee to the restricted employer communications systems during the period of furlough.

Abstract translation: 披露员工休假期间对雇主通讯系统的员工访问情况的统一控制。 在一个实施例中，服务器包括用户接口，用于从用户接收员工疏忽信息。 该信息包括至少一个员工标记，其标识至少一个休假员工和休假期。 服务器包括与多个雇主通信系统通信的通信接口。 该服务器包括一个控制系统，用于接收员工的信息，并确定至少一名休假员工的有限雇主通信系统。 这些限制雇主通信系统是根据接收到的员工休息信息从多个雇主通信系统中确定的。 控制系统指示受限制的雇主通信系统在休假期间限制至少一名休假雇员的通信接入受限雇主通信系统。