公开(公告)号：US20160212185A1

公开(公告)日：2016-07-21

申请号：US14872956

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Tony McCormack ,  Navjot Singh

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/4015 ,  H04L65/1069 ,  H04L65/403 ,  H04L67/143

Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.

Abstract translation: 与联络中心建立通信会议。 通信会话包括第一通信介质中的第一并发通信会话和第二通信介质中的第二并发通信会话。 第一通信介质和第二通信介质是不同的通信介质。 例如，第一并发通信会话可以是与用户的语音通信会话，并且第二并发通信会话可以是与用户的多媒体通信会话。 识别需要在通信会话中完成的任务（例如，在第一或第二并发通信会话中的一个中）。 如果第一通信介质是用于该任务的最佳通信介质，则确定。 响应于确定第一通信介质是用于任务的最佳通信介质，第一任务在第一并发通信会话中被实现。

公开(公告)号：US20160182719A1

公开(公告)日：2016-06-23

申请号：US14573898

申请日：2014-12-17

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract translation: 联络中心的客户经常提供与呼叫相关的信息，用于将呼叫路由到适当的代理。 因此，创建工作项并将其路由到至少部分地被选择为具有与提供的信息相关联的技能的代理。 但是，这些信息往往丢失或错误。 作为代理处理工作项目，工作项目可能会被错误地显示出来，并且如果工作项目的真实性质早已知道，则工作项目将被路由到不同的代理。 对于某些实施例，对错误路由的工作项目进行识别，如果合适，则重新路由到适当的代理进行处理。

公开(公告)号：US20160182643A1

公开(公告)日：2016-06-23

申请号：US14576089

申请日：2014-12-18

Applicant: Avaya Inc.

Inventor： Gaurav Badge ,  Ramanujan S. Kashi ,  Biswajyoti Pal

IPC: H04L29/08 ,  G06F17/24 ,  G06F3/0484

CPC classification number: H04L67/141 ,  G06F21/6245 ,  H04L63/10

Abstract: Embodiments described herein provide systems and method for implementing privacy control in a co-browsing environment. In a particular embodiment, a method provides receiving an instruction in a co-browsing server to initiate a co-browsing session for a website with a first client and a second client. The method further provides receiving first privacy settings from the first client, wherein the first privacy settings indicate how the website should be presented at the second client. The method further provides presenting the website at the first client and presenting the website at the second client based on the first privacy settings.

Abstract translation: 本文描述的实施例提供了用于在共同浏览环境中实现隐私控制的系统和方法。 在特定实施例中，一种方法提供在共同浏览服务器中接收指令以发起具有第一客户端和第二客户端的网站的共同浏览会话。 该方法还提供从第一客户端接收第一隐私设置，其中第一隐私设置指示如何在第二客户端呈现网站。 该方法进一步提供在第一客户端呈现网站，并且基于第一隐私设置在第二客户端呈现网站。

公开(公告)号：US20160156739A1

公开(公告)日：2016-06-02

申请号：US15017338

申请日：2016-02-05

Applicant: Avaya Inc.

Inventor： Kurt Haserodt ,  William T. Walker ,  John Meiners ,  Renee Krahn ,  Donald E. Gillespie

IPC: H04L29/08

CPC classification number: H04L67/34 ,  G06F8/60 ,  G06F8/65 ,  H04L67/02

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract translation: 描述了可下载的可插拔服务及其分发方法。 可下载的可插拔服务可以对应于可以下载以升级通信系统的通信服务。 可下载的可插拔服务可以包括可以分发在正在升级的通信系统中的各种服务器之间的许多组件，以及使组件能够指示通信系统中的每个服务器以协调的方式操作的指令，以便提供 下载的服务。

公开(公告)号：US09357066B2

公开(公告)日：2016-05-31

申请号：US13630084

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Michael Hartman

IPC: H04M3/00 ,  H04M3/46 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/465 ,  H04M3/5141 ,  H04M3/5232 ,  H04M3/5233

Abstract: A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.

Abstract translation: 联络中心包括资源选择模块，其可操作以基于工作请求确定并选择多个代理。 多个代理包括适合于工作请求的代理。 此外，多个代理包括具有呈现状态的先前工作请求的代理。 此外，多个代理包括在代理人的个别容量下工作的代理，用于同时处理工作请求。 此外，多个代理是动态的并且可以增加大小。 联络中心还包括资源连接器模块，其可操作以同时向多个代理呈现工作请求。 资源连接器模块还可以随后向新可用的合适的代理呈现工作请求。 资源连接器模块还基于实际代理响应性将工作请求路由到代理。

公开(公告)号：US20160150085A1

公开(公告)日：2016-05-26

申请号：US14552729

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Martin McDonnell ,  Ciaran Agnew

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. 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多个资源的计算系统。 计算系统包括监视至少一个客户与多个资源中的至少一个资源之间的至少一个通信会话的一个或多个属性。 系统还包括用于存储一个或多个被监控属性的数据库。 所述系统还包括计算模块，用于基于所述一个或多个存储的属性来计算所述多个资源中的所述至少一个资源中的每一个的联系时间参数。 该系统还包括代理选择模块，用于基于所计算的联系时间参数从多个资源中选择至少一个资源。 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。

公开(公告)号：US20160150084A1

公开(公告)日：2016-05-26

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： James Hickey ,  Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC: H04M3/523

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

Abstract translation: 公开了一种用于管理企业中的一个或多个通信会话的多个资源的计算系统。 计算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。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括一个计算模块，用于基于所存储的参数来计算多个资源中的每一个的多重值。 所述系统还包括分配模块，用于基于所计算的多重值将所述至少一个通信会话分配给所述多个资源中的至少一个资源。

公开(公告)号：US09338201B2

公开(公告)日：2016-05-10

申请号：US13861471

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Parameshwaran Krishnan ,  Navjot Singh

IPC: H04L29/06

CPC classification number: H04L65/4038 ,  H04L65/1093

Abstract: Embodiments disclosed herein provide methods and systems for providing presentation delay feedback to a presenter in a web conferencing session. In a particular embodiment, a method includes receiving, from a presenter client, a request to initiate a web conferencing session. The method further includes establishing the web conferencing session between the presenter client and at least one viewing client. During the web conferencing session, the method includes determining delays in presenting a view of the web conferencing session at each of the at least one viewing clients and providing an indication of the delays to a user at the presenter client.

Abstract translation: 本文公开的实施例提供了用于在Web会议会话中向演示者提供呈现延迟反馈的方法和系统。 在特定实施例中，一种方法包括从演示客户端接收发起网络会议会话的请求。 该方法还包括在演示客户端与至少一个观看客户端之间建立网络会议会话。 在网络会议会话期间，该方法包括确定在至少一个观看客户端中的每一个呈现网络会议会话的视图的延迟，并且在演示客户端向用户提供延迟的指示。

公开(公告)号：US20160127557A1

公开(公告)日：2016-05-05

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session in an enterprise is disclosed. The resource selection management computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

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资源选择管理计算机系统和方法。 所述资源选择管理计算机系统包括监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

公开(公告)号：US20160127282A1

公开(公告)日：2016-05-05

申请号：US14928094

申请日：2015-10-30

Applicant: Avaya Inc.

Inventor： Mohammad Nezarati ,  Bryan Dingwall

IPC: H04L12/58 ,  G06F3/0481

CPC classification number: H04L51/043 ,  G06F3/0481 ,  H04L12/1822

Abstract: A system provides the ability for a chat or IM participant to add another participant invisibly and chat with the added participant without the knowledge of the other participants of the original chat session. A first user and a second, employing at least two devices, begin a chat or IM session. A second user initiates a side chat session with a third user. During the side chat session, the third user can selectively receive IM messages being exchanged between the first user and the second user without the knowledge of the first user. Further, the third user and second user may exchange messages that are not provided to the first user.

Abstract translation: 系统提供聊天或IM参与者不可见地添加另一参与者的能力，并且与所添加的参与者聊天，而不需要原始聊天会话的其他参与者的知识。 使用至少两个设备的第一用户和第二用户开始聊天或IM会话。 第二用户发起与第三用户的侧面聊天会话。 在侧面聊天会话期间，第三用户可以选择性地接收在第一用户和第二用户之间交换的IM消息，而不知道第一用户。 此外，第三用户和第二用户可以交换未提供给第一用户的消息。