公开(公告)号：US20150350431A1

公开(公告)日：2015-12-03

申请号：US14290650

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51

CPC classification number: G06Q10/10

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.

Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。

公开(公告)号：US20150350430A1

公开(公告)日：2015-12-03

申请号：US14287378

申请日：2014-05-27

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5175

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

Abstract translation: 公开了一种在联络中心提供代理协助的呼叫经理。 呼叫管理器包括监视模块，该监视模块被配置为监视客户和代理之间的至少一个对话，并监视代理的一个或多个属性。 呼叫管理器还包括选择模块，其被配置为基于所述至少一个被监视对话和所述代理的所述一个或多个被监视的属性来选择一个或多个数据项。 呼叫管理器还包括被配置为向代理显示一个或多个所选择的数据项的显示模块。

公开(公告)号：US09191314B2

公开(公告)日：2015-11-17

申请号：US13843620

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Deepak Ramesh

IPC: H04L12/28 ,  H04J3/16 ,  H04L12/741 ,  H04L12/46 ,  H04L12/64

CPC classification number: H04L45/74 ,  H04L12/4641 ,  H04L12/6418 ,  H04L2212/00

Abstract: Methods, systems and computer readable media for in-band management using L2 addresses over a B-VLAN in an SPBm network.

Abstract translation: 用于在SPBm网络中通过B-VLAN使用L2地址进行带内管理的方法，系统和计算机可读介质。

公开(公告)号：US09191233B2

公开(公告)日：2015-11-17

申请号：US14041173

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Zenon Kuc ,  Roger Lapuh ,  Karthik Gopalakrishnan ,  Paul Unbehagen ,  John Mead ,  Greg Landry

IPC: H04L12/28 ,  H04L12/26 ,  H04L12/46 ,  H04L12/24 ,  H04L12/721

CPC classification number: H04L12/46 ,  H04L12/4633 ,  H04L12/4641 ,  H04L41/0806 ,  H04L41/082 ,  H04L41/12 ,  H04L45/12 ,  Y02D30/30

Abstract: Embodiments generally relate to message transmission in networks. In one embodiment, a method includes enabling a user to provide shortest path bridging (SPB) configuration information. The method also includes receiving the SPB configuration information from the user. The method also includes sending the SPB configuration information to an edge server device.

Abstract translation: 实施例通常涉及网络中的消息传输。 在一个实施例中，一种方法包括使用户能够提供最短路径桥接（SPB）配置信息。 该方法还包括从用户接收SPB配置信息。 该方法还包括将SPB配置信息发送到边缘服务器设备。

公开(公告)号：US20150324805A1

公开(公告)日：2015-11-12

申请号：US14273255

申请日：2014-05-08

Applicant: Avaya Inc.

Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

IPC: G06Q30/00 ,  G06Q50/00 ,  G06Q10/06

Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

Abstract translation: 用户可以在公共社交媒体网站和其他公共论坛上发布问题和问题。 业务的业务或产品可能是该职位的主题。 通过适当培训的系统，企业可以确定另一个社区成员是否可能提供准确，足够和及时的回复。 如果是这样，企业可以避免分配资源来回应这些职位。 但是，如果确定适当的回应不太可能，或者不可能在可接受的时间范围内，业务可以通知代理人提供适当的回应。 作为一个好处，业务可以利用知识渊博的用户社区向其他用户提供帮助，从而不必花费资源。

公开(公告)号：US09178998B2

公开(公告)日：2015-11-03

申请号：US13795392

申请日：2013-03-12

Applicant: Avaya Inc.

Inventor： Neil O'Connor

IPC: H04M3/51 ,  H04M3/42 ,  H04M1/656

CPC classification number: H04M3/5175 ,  H04M1/656 ,  H04M3/42221 ,  H04M3/5191

Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.

Abstract translation: 提供了一种用于在用户和企业的代理之间记录WebRTC呼叫的呼叫记录系统。 呼叫记录系统包括监视器模块，用于监视和检测至少一个与企业代理建立WebRTC呼叫的请求。 呼叫记录系统包括用于分支与至少一个WebRTC呼叫相关联的媒体流的分支模块。 呼叫记录系统还包括用于记录分叉的媒体流以记录至少一个WebRTC呼叫的记录模块。 呼叫记录系统还包括用于使主管能够进入至少一个WebRTC呼叫的驳船模块。

公开(公告)号：US20150296029A1

公开(公告)日：2015-10-15

申请号：US14250651

申请日：2014-04-11

Applicant: Avaya Inc.

Inventor： Deepak Ramesh ,  Sudhakar Biradar

IPC: H04L29/08 ,  H04L12/24

CPC classification number: H04L41/5051 ,  H04L12/4662 ,  H04L41/0873 ,  H04L41/5058

Abstract: Methods, systems and computer readable media for network service type and mode advertisement are described. In some implementations, a method can include providing a network service having a service mode and a service type, and generating a network service advertisement message including a service identifier, a service mode portion and a service type portion. The method can also include populating the service mode portion with a first value corresponding to a service mode of the network service and populating the service type portion with a second value corresponding to a service type of the network service. The method can further include forwarding the network service advertisement message from a first system to one or more other systems via a network.

Abstract translation: 描述了用于网络服务类型和模式广告的方法，系统和计算机可读介质。 在一些实现中，方法可以包括提供具有服务模式和服务类型的网络服务，并且生成包括服务标识符，服务模式部分和服务类型部分的网络服务通告消息。 该方法还可以包括以与网络服务的服务模式对应的第一值来填充服务模式部分，并且使用与网络服务的服务类型对应的第二值填充服务类型部分。 该方法还可以包括经由网络将网络服务广告消息从第一系统转发到一个或多个其他系统。

公开(公告)号：US09148306B2

公开(公告)日：2015-09-29

申请号：US13629781

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Venki Reddy Pulicherla

IPC: H04L12/16 ,  H04L12/64 ,  H04L29/06

CPC classification number: H04L12/6418 ,  H04L65/608

Abstract: System and method to transmit an identification of a real-time transport protocol (RTP) data stream, the method including: identifying an identification of an RTP data stream; inserting the identification of the RTP data stream into an RTP header extension; and transmitting, by use of a network interface, an RTP packet comprising the RTP header extension. The method may further include: consulting a policy for profile tag settings, wherein the step of inserting the identification is dependent upon the policy.

Abstract translation: 用于发送实时传输协议（RTP）数据流的标识的系统和方法，所述方法包括：识别RTP数据流的标识; 将RTP数据流的标识插入RTP报头扩展; 以及使用网络接口发送包括RTP头部扩展的RTP分组。 该方法还可以包括：咨询用于简档标签设置的策略，其中插入标识的步骤取决于策略。

公开(公告)号：US20150271169A1

公开(公告)日：2015-09-24

申请号：US14656622

申请日：2015-03-12

Applicant: Avaya Inc

Inventor： John SELIGSON ,  Zenon KUC ,  John MEAD

IPC: H04L29/06

CPC classification number: H04L63/10 ,  H04L12/4633 ,  H04L12/4645 ,  H04L45/66 ,  H04L63/0892

Abstract: Implementations relate to authentication of end devices in networks. In some implementations, a method includes receiving identity information at an edge configuration device from an end device via a connection, where the identity information identifies the end device or one or more users associated with the end device. A request is sent from the edge configuration device to an access control server connected to the network in response to receiving the identity information, where the request requests authentication for the end device. Authentication is received at the edge configuration device from the access control server for the end device to connect to a network connected to the edge configuration device.

Abstract translation: 实现涉及网络中终端设备的认证。 在一些实现中，一种方法包括经由连接从终端设备在边缘配置设备处接收身份信息，其中身份信息标识终端设备或与终端设备相关联的一个或多个用户。 响应于接收到身份信息，请求从边缘配置设备发送到连接到网络的访问控制服务器，其中请求请求终端设备的认证。 在边缘配置设备从接入控制服务器接收认证，用于终端设备连接到连接到边缘配置设备的网络。

公开(公告)号：US20150271017A1

公开(公告)日：2015-09-24

申请号：US14656629

申请日：2015-03-12

Applicant: Avaya Inc.

Inventor： John SELIGSON ,  Zenon KUC ,  John MEAD

IPC: H04L12/24 ,  H04L12/46 ,  H04L12/721

CPC classification number: H04L45/12 ,  H04L12/4625 ,  H04L12/4633 ,  H04L12/4641 ,  H04L12/4645 ,  H04L41/0806 ,  H04L41/0813 ,  H04L45/02 ,  H04L45/16 ,  H04L45/66 ,  H04L63/10

Abstract: Implementations relate to configuration of networks using switch device access of a remote server. In some implementations, a method includes sending a request from an edge configuration device to an access control server, where the request requests shortest path bridging (SPB) configuration information for a detected end device connected to the edge configuration device, and where the edge configuration device is connected to an SPB network. The method receives at the edge configuration device the SPB configuration information for the end device from the access control server. The edge configuration device is configured to provide the end device access to the SPB network.

Abstract translation: 实现涉及使用远程服务器的交换设备访问的网络配置。 在一些实现中，一种方法包括将请求从边缘配置设备发送到访问控制服务器，其中请求请求针对连接到边缘配置设备的检测到的终端设备的最短路径桥接（SPB）配置信息，以及边缘配置 设备连接到SPB网络。 该方法在边缘配置设备从接入控制服务器接收终端设备的SPB配置信息。 边缘配置设备被配置为向终端设备提供对SPB网络的访问。