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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
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.
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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
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。
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43.发明申请公开(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。
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公开(公告)号：US20160295019A1
公开(公告)日：2016-10-06
申请号：US14674236
申请日：2015-03-31
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , Dawid Nowak
CPC classification number: H04M3/5233 , G06Q10/06393 , H04M3/5175 , H04M2203/401 , H04M2203/402
Abstract: A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.
Abstract translation: 披露了企业资源配置预测系统。 预测系统包括数据库，该数据库包括用于多个资源的一个或多个性能指示符，其中所述一个或多个性能指示符与与企业中的至少一个通信会话相关的一个或多个工作阶段相关联。 该系统还包括监视模块，用于监视与至少一个通信会话相关联的一个或多个参数。 所述系统还包括确定模块，用于基于所述一个或多个被监视的参数和所述一个或多个性能指标来为所述多个资源中的每个资源生成至少一个性能分数。 所述系统还包括选择模块，用于基于与所述至少一个所选择的资源相关联的所述至少一个生成的绩效评分从所述多个资源中选择所述至少一个资源。
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45.发明申请公开(公告)号：US20160269258A1
公开(公告)日：2016-09-15
申请号：US14642889
申请日：2015-03-10
Applicant: Avaya Inc.
Inventor： John McGreevy , Neil O'Connor , Tony McCormack
IPC: H04L12/26 , H04L12/911 , G06F17/30 , H04L29/08
CPC classification number: H04L43/0805 , G06Q10/10 , G06Q30/016 , H04L41/5006 , H04L45/70 , H04L47/70 , H04L47/822 , H04L67/14 , H04L67/42
Abstract: A computing system for managing at least one communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session. The system further includes a resource selection module for selecting at least one resource from one or more resources in the enterprise, wherein the at least one resource is selected by polling the one or more resources to associate the one or more resources with the one or more parameters. The system further includes a database for storing the association of the one or more parameters with the at least one selected resource. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.
Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的计算系统。 计算系统包括用于监视与至少一个通信会话相关联的一个或多个参数的监视模块。 所述系统还包括用于从所述企业中的一个或多个资源中选择至少一个资源的资源选择模块，其中，通过轮询所述一个或多个资源来选择所述至少一个资源以将所述一个或多个资源与所述一个或多个资源相关联 参数。 系统还包括用于存储一个或多个参数与至少一个所选资源的关联的数据库。 所述系统还包括用于将所述至少一个通信会话路由到所述至少一个所选资源的路由模块。
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Patent Agency Ranking
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。
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公开(公告)号：US20160127556A1
公开(公告)日：2016-05-05
申请号：US14533407
申请日：2014-11-05
Applicant: Avaya Inc
Inventor： Desmond Kirrane , Paul D'Arcy , Tony McCormack
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M2203/2038
Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
Abstract translation: 公开了一种用于在企业中为至少一个通信会话选择至少一个代理的代理选择器计算机系统。 代理选择器计算机系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 代理选择器计算机系统还包括代理列表生成模块，用于基于所述一个或多个被监视的参数生成至少一个代理列表。 代理选择器计算机系统还包括代理选择模块，用于从至少一个用户接收一个或多个代理选择输入以选择至少一个代理。 代理选择器计算机系统还包括用于将至少一个通信会话路由到所述至少一个所选代理的路由模块。
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公开(公告)号：US20150170236A1
公开(公告)日：2015-06-18
申请号：US14103972
申请日：2013-12-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Dawid Nowak , Tony McCormack
CPC classification number: G06Q30/0609 , H04L63/083
Abstract: A system for authenticating an agent-initiated interaction between a customer and an agent is provided. A secure code generation module to generate a first secure code for an agent-initiated interaction between a customer and an agent and to provide the first secure code to an agent device; and a secure code verification module to receive a second secure code from an authentication device, determine whether the second secure code corresponds to the first secure code, and to provide an indication that the second secure code corresponds to the first secure code based on the determination that the second secure code corresponds to the first secure code or provide an indication that the second secure code does not correspond to the first secure code based on the determination that the second secure code does not correspond to the first secure code is disclosed.
Abstract translation: 提供了一种用于认证客户和代理之间的代理发起的交互的系统。 一种安全代码生成模块，用于为客户和代理之间的代理发起的交互生成第一安全代码，并向代理设备提供第一安全代码; 以及安全代码验证模块，用于从认证设备接收第二安全代码，确定所述第二安全代码是否对应于所述第一安全代码，以及基于所述确定提供所述第二安全代码对应于所述第一安全代码的指示 所述第二安全码对应于所述第一安全码，或者基于所述第二安全码与所述第一安全码不对应的确定，提供所述第二安全码与所述第一安全码不对应的指示。
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公开(公告)号：US20140358549A1
公开(公告)日：2014-12-04
申请号：US13908240
申请日：2013-06-03
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Tony McCormack , Paul D'Arcy
CPC classification number: G06F9/44505 , G10L15/183 , H04M3/42136 , H04M3/493
Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.
Abstract translation: 提供了一种用于生成配置文件以配置企业的应用的配置文件生成系统。 配置文件生成系统包括用于使用户能够与配置文件生成系统口头交互的IVR模块。 配置文件生成系统还包括分析模块，用于分析和查询用户遗漏的任何信息。 配置文件生成系统还包括一个建议模块，用于通过语义Web技术和经验数据库来搜索和建议对应于缺失信息的可能选项。 配置文件生成系统还包括用于基于从用户接收的可用信息生成配置文件的配置文件生成模块。 然后可以将配置文件传递到应用程序配置模块，以根据需要配置应用程序。
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公开(公告)号：US11621932B2
公开(公告)日：2023-04-04
申请号：US14530121
申请日：2014-10-31
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , John McGreevy
Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.
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