公开(公告)号：US09325848B2

公开(公告)日：2016-04-26

申请号：US14041834

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine Anthony Sobus

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/402

Abstract: A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 公开了一种纹波降低机制，其提供间隔并评估和匹配进入的工作项，直到间隔期满。 一旦间隔到期，与工作分配引擎一致的纹波降低机制可以完成匹配并且最佳地分配工作项目以最小化或消除纹波效应。

公开(公告)号：US20160112539A1

公开(公告)日：2016-04-21

申请号：US14985013

申请日：2015-12-30

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.

公开(公告)号：US20160112472A1

公开(公告)日：2016-04-21

申请号：US14519240

申请日：2014-10-21

Applicant: Avaya Inc.

Inventor： Jai Pugalia ,  Michael Krack ,  Wayne Wong ,  Jeffrey Wong ,  Lee Shero

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L65/403 ,  H04L65/1093 ,  H04L67/02 ,  H04L67/141 ,  H04L67/24

Abstract: A conference managing computer system for managing one or more communication sessions is disclosed. The conference managing computer system includes a monitoring module for monitoring one or more requests from one or more user devices to remotely access the communication session. The conference managing computer system further includes a detection module for detecting presence of the one or more user devices based on proximity. The conference managing computer system further includes a connection module for establishing one or more real time communication sessions with one or more detected user devices. The conference managing computer system further includes a conferencing module for managing the one or more communication sessions to enable the one or more detected user devices to join the communication session.

Abstract translation: 公开了一种用于管理一个或多个通信会话的会议管理计算机系统。 会议管理计算机系统包括用于监视来自一个或多个用户设备的远程访问通信会话的一个或多个请求的监视模块。 会议管理计算机系统还包括用于基于邻近度来检测一个或多个用户设备的存在的检测模块。 会议管理计算机系统还包括用于与一个或多个检测到的用户设备建立一个或多个实时通信会话的连接模块。 会议管理计算机系统还包括用于管理一个或多个通信会话的会议模块，以使一个或多个检测到的用户设备能够加入通信会话。

公开(公告)号：US20160112471A1

公开(公告)日：2016-04-21

申请号：US14985048

申请日：2015-12-30

Applicant: Avaya Inc.

Inventor： Joel M. Ezell ,  Stephen R. Durney

IPC: H04L29/06

CPC classification number: H04L65/1096 ,  H04L65/1006 ,  H04L65/1069 ,  H04W4/16 ,  H04W4/50 ,  H04W76/12

Abstract: A communication system, method, and components are described. Specifically, a communication system that supports dynamic device pairing of communication devices is described. Such pairing is accomplished using a feature or pairing server, without requiring modification to associated communication endpoints. Moreover, sequenced applications can be applied for all communication endpoints when pairing is in effect.

Abstract translation: 描述了通信系统，方法和组件。 具体地，描述支持通信设备的动态设备配对的通信系统。 使用特征或配对服务器实现这种配对，而不需要修改相关联的通信端点。 此外，当配对有效时，顺序应用可以应用于所有通信端点。

公开(公告)号：US20160105638A1

公开(公告)日：2016-04-14

申请号：US14971073

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： Deep Subhash Pai ,  Jaydeep Deepak Bhalerao

IPC: H04N7/14 ,  H04M3/51 ,  G06K9/00

CPC classification number: H04N7/147 ,  G06K9/00 ,  G06K9/00221 ,  H04M3/51 ,  H04M3/5183 ,  H04M2201/50 ,  H04M2203/252 ,  H04M2203/306 ,  H04M2203/6009

Abstract: A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action.

Abstract translation: 提出了一种用于在视频联络中心环境中保护客户隐私和使用人脸识别的代理的方法，装置和计算机程序产品。 视频通话由客户发起到联络中心。 当客户的音频被提供给联络中心的代理时，客户视频被静音。 确定面部是否存在于客户的视频图像中。 当在客户的视频图像中确定面部存在时，则启用客户的视频。 当客户的视频图像中不存在脸部时，通知客户，以便客户可以采取适当的动作。

公开(公告)号：US20160099986A1

公开(公告)日：2016-04-07

申请号：US14961056

申请日：2015-12-07

Applicant: Avaya, Inc.

Inventor： Jon L. Bentley ,  Anjur S. Krishnakumar ,  Parameshwaran Krishnan ,  Navjot Singh ,  Shalini Yajnik ,  Kirak Hong

IPC: H04L29/06 ,  G06F17/30

CPC classification number: H04L65/403 ,  G06F16/24575 ,  G06F16/9535 ,  G06Q10/06311 ,  G06Q10/1095 ,  H04L12/1827 ,  H04N7/15

Abstract: Method for scheduling and implementing an electronic meeting conducted among remotely-located users communicating with an agenda server, including: accepting a meeting agenda that includes a plurality of topics, a quorum, an identification of resources used by each topic, an identification of data used by each topic, and an identification of data produced by each topic; partitioning the meeting agenda into at least a first and second group of topics; searching for data dependencies between the first and second groups of topics; searching for resource dependencies between the first and second groups of topics; if data dependencies or resource dependencies are found between the first and second groups of topics, then repartitioning the meeting agenda until the data dependencies and resource dependencies between the first and second groups of topics are reduced below a predetermined dependency threshold; and concurrently scheduling and executing the first and second groups of topics.

公开(公告)号：US20160099850A1

公开(公告)日：2016-04-07

申请号：US14504057

申请日：2014-10-01

Applicant: Avaya Inc.

Inventor： Kurt H. Haserodt ,  William T. Walker

IPC: H04L12/26 ,  H04L29/08

CPC classification number: H04L67/22 ,  H04L43/04 ,  H04L67/02 ,  H04L67/14

Abstract: In order to provide a more realistic system activity score, an activity monitor gathers activity scores from a plurality of processes on one or more communication systems. An activity score defines an activity level of a particular process. For example, how many cache hits per second are occurring in a communication system or how may a HTTP sessions a web server is handling per second. Because the activity scores are gathered from individual processes within the communication system(s), a more realistic understanding of the overall activity of the communication system(s) can be determined. The gathered activity scores are summed to produce a system activity score. The system activity score is then sent to a user. The user can then utilize the system activity score to better manage the communication system(s).

Abstract translation: 为了提供更现实的系统活动得分，活动监视器从一个或多个通信系统上的多个进程收集活动分数。 活动分数定义特定过程的活动级别。 例如，通信系统中每秒发生多少次高速缓存命中，或者如何每秒处理一个Web服务器的HTTP会话。 由于活动分数是从通信系统内的各个进程收集的，所以可以确定对通信系统的总体活动的更现实的理解。 收集的活动得分相加以产生系统活动评分。 然后将系统活动分数发送给用户。 然后，用户可以利用系统活动分数来更好地管理通信系统。

公开(公告)号：US20160098663A1

公开(公告)日：2016-04-07

申请号：US14507127

申请日：2014-10-06

Applicant: Avaya Inc.

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

IPC: G06Q10/06 ,  G06Q10/10

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Contact centers continually monitor the performance of their resources (e.g., human and automated agents) used for processing work items. An agent with a primary skill receives a flow of work items each having an attribute associated with that particular primary skill. However, agents often have non-primary skills and may serve as a backup for other agents. Measuring the agent's skill level with respect to a non-primary skill allows agents to be scored and potentially identified as having the skill as a primary skill. Selectively providing agents with non-primary work items and monitoring the agent's performance with those work items provides a means to assess an agent's non-primary skill using real work items and without the need for testing resources.

Abstract translation: 联络中心不断监测用于处理工作项目的资源（例如人力和自动化代理人）的表现。 具有主要技能的代理接收每个具有与该特定主要技能相关联的属性的工作项流。 然而，代理商通常具有非主要技能，并可作为其他代理人的备份。 相对于非主要技能来测量代理人的技能水平，可以让代理人得分并将其识别为将技能作为主要技能。 选择性地向代理商提供非主要工作项目，并通过这些工作项目监控代理人的绩效提供了一种方法来评估代理人的非主要技能，并使用实际工作项目，而不需要测试资源。

公开(公告)号：US20160094489A1

公开(公告)日：2016-03-31

申请号：US14501306

申请日：2014-09-30

Applicant: Avaya Inc.

Inventor： Deepak Ramesh ,  Ramachandra Hegde ,  Vinay Gurusimha

IPC: H04L12/939 ,  H04L12/803 ,  H04L12/741 ,  H04L12/707

CPC classification number: H04L49/557 ,  H04L45/22 ,  H04L45/245 ,  H04L45/28 ,  H04L45/66 ,  Y02D30/30

Abstract: Methods, systems and computer readable media for L2 redirection in multi-chassis link access group (LAG) environments are described. In some implementations, the method can include determining, at a core switch, a failure of a link in a split multi-link trunk (SMLT), and building, at the core switch, a table mapping each destination media access control (MAC) address to an incoming split multi-link trunk port. The method can also include sending, from the core switch, a link layer discovery protocol (LLDP) redirect message on a per-destination MAC address and per-source access switch basis. The method can further include maintaining a same mapping for each MAC address not hashed to a cluster peer with the failed link or being mapped to a non-inter switch trunk (IST) port.

Abstract translation: 描述了多机架链路接入组（LAG）环境中用于L2重定向的方法，系统和计算机可读介质。 在一些实现中，该方法可以包括在核心交换机处确定分离多链路中继（SMLT）中的链路的故障，以及在核心交换机处建立映射每个目的地媒体访问控制（MAC） 地址到进入的分离多链路中继端口。 该方法还可以包括从核心交换机向每个目的地MAC地址和每个源接入交换机发送链路层发现协议（LLDP）重定向消息。 该方法可以进一步包括为具有故障链路的群集对等体不被散列的每个MAC地址保持相同的映射或被映射到非交换机间中继（IST）端口。

公开(公告)号：US09301069B2

公开(公告)日：2016-03-29

申请号：US13728467

申请日：2012-12-27

Applicant: Avaya Inc.

Inventor： Doree Duncan Seligmann ,  Ajita John ,  Michael J. Sammon

IPC: H04R3/00 ,  H04R27/00

CPC classification number: H04S3/002 ,  H04R27/00 ,  H04R2227/003 ,  H04R2227/005 ,  H04S7/40 ,  H04S2400/11

Abstract: Systems, methods, and computer-readable storage media for generating an immersive three-dimensional sound space for searching audio. The system generates a three-dimensional sound space having a plurality of sound sources playing at a same time, wherein each of the plurality of sound sources is assigned a respective location in the three-dimensional sound space relative to one another, and wherein a user is assigned a current location in the three-dimensional sound space relative to each respective location. Next, the system receives input from the user to navigate to a new location in the three-dimensional sound space. Based on the input, the system then changes each respective location of the plurality of sound sources relative to the new location in the three-dimensional sound space.

Abstract translation: 用于产生用于搜索音频的沉浸式三维声音空间的系统，方法和计算机可读存储介质。 该系统产生具有同时播放的多个声源的三维声音空间，其中多个声源中的每一个相对于彼此被分配在三维声音空间中的相应位置，并且其中用户 被分配在相对于每个相应位置的三维声音空间中的当前位置。 接下来，系统接收来自用户的输入以导航到三维声音空间中的新位置。 基于输入，系统然后相对于三维声音空间中的新位置改变多个声源的每个相应位置。