公开(公告)号：US20150262237A1

公开(公告)日：2015-09-17

申请号：US14609615

申请日：2015-01-30

Applicant: Avaya Inc.

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

IPC: G06Q30/02

CPC classification number: G06Q30/0261 ,  H04M3/5141 ,  H04M3/5183

Abstract: Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Abstract translation: 企业一直赞赏预测潜在客户需求的优势。 针对非客户的营销活动，没有这种需求的人员，会浪费业务资源，并可能损害企业的声誉。 通过提供用户活动的基于位置的分析，例如通过用户携带的移动设备的选择加入应用，可以向用户提供与业务的商品和/或服务相关的及时的信息的主题 。

公开(公告)号：US20150256883A1

公开(公告)日：2015-09-10

申请号：US14717544

申请日：2015-05-20

Applicant: Avaya Inc.

Inventor： David L. Chavez

IPC: H04N21/462 ,  H04N21/81 ,  H04N21/431 ,  H04N21/643 ,  H04N21/4782 ,  H04N21/4788

CPC classification number: H04N21/4622 ,  G06Q10/00 ,  H04N21/4312 ,  H04N21/4782 ,  H04N21/4788 ,  H04N21/4826 ,  H04N21/64322 ,  H04N21/8126 ,  H04N21/8173

Abstract: Methods and systems for presenting information regarding multiple categories of content are provided. In addition, methods and systems that suggest activities by a user in relation to content and determined affinity for content in relation to user contacts are provided. A user interface application is provided that operates to display status and/or historical information regarding content, suggested activities, and suggested contacts. The user can interact with the interface to access detailed information and to act on suggestions. In addition the user can interact with the interface to share content to other users, including users participating in real time communication sessions.

Abstract translation: 提供用于呈现关于多类内容的信息的方法和系统。 另外，提供了一种方法和系统，其提供用户关于内容的活动以及与内容相关的与用户联系的确定的亲和度的方法和系统。 提供了用于显示关于内容，建议的活动和建议的联系人的状态和/或历史信息的用户界面应用程序。 用户可以与界面进行交互以访问详细信息并对建议采取行动。 此外，用户可以与界面交互以向其他用户共享内容，包括参与实时通信会话的用户。

公开(公告)号：US20150249744A1

公开(公告)日：2015-09-03

申请号：US14715176

申请日：2015-05-18

Applicant: AVAYA INC.

Inventor： Paul Roller Michaelis ,  Charles C. Wrobel

IPC: H04M3/436 ,  H04M3/42

CPC classification number: H04M3/4365 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/5191 ,  H04M2203/2038

Abstract: Say John on a PSTN needs to contact Chuck. Chuck's telephone is a SIP, H.323, DCP, or analog endpoint, connected to the PSTN via an enterprise network and gateway. John already knows Chuck's number. Before dialing Chuck's phone number, John navigates to a URL that includes something unique to Chuck in its name, such as www.xyzco.com/303-555-212 or www.xyzco.com/chuck. The webpage of the URL contains two fields: number you will be calling from and subject. John enters his number and then enters the subject “Sale going through!” John then dials Chuck's number. The enterprise network receives the call and the associated Caller-ID via its PSTN gateway, maps the inbound Caller-ID to the information provided by John, routes the call to Chuck's phone, and causes the display on Chuck's phone to show John's Caller-ID and the subject of the call. Chuck thinks the subject may be important and therefore decides to answer.

Abstract translation: 说约翰在PSTN上需要联系Chuck。 Chuck的电话是通过企业网络和网关连接到PSTN的SIP，H.323，DCP或模拟端点。 约翰已经知道了查克的号码。 在拨打Chuck的电话号码之前，John浏览了一个URL，其中包含了名称为Chuck的独特内容，例如www.xyzco.com/303-555-212或www.xyzco.com/chuck。 网址的网页包含两个字段：您将被呼叫的号码和主题。 约翰输入他的号码，然后进入主题“销售通过！”约翰然后拨打查克的号码。 企业网络通过PSTN网关接收呼叫和相关联的呼叫者ID，将来电号码映射到John提供的信息，将呼叫路由到Chuck的手机，并使Chuck的手机上的显示显示John的Caller-ID 和呼叫的主题。 查克认为这个问题可能很重要，因此决定回答。

公开(公告)号：US09124702B2

公开(公告)日：2015-09-01

申请号：US14071368

申请日：2013-11-04

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Gene Masaru Uba ,  Michael Hartman

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5235

Abstract: A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.

Abstract translation: 联络中心被描述为具有同时考虑多个不同工作分配策略的能力。 具体来说，联络中心的工作分配引擎能够从工作发现代理策略和代理查找工作策略中创建合并的策略，以确定这样的策略是否与其他策略相抵触。

公开(公告)号：US09118764B2

公开(公告)日：2015-08-25

申请号：US13963650

申请日：2013-08-09

Applicant: Avaya Inc.

Inventor： Pritesh Mistry

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5158 ,  H04M3/5175

Abstract: Contact centers, such as outbound call centers, are provided with means by which they may attempt to contact individuals at a time and via a channel preferred by the contact. A history of prior contact interactions is used as one means to establish a preferred contact time and channel. With a preferred contact time and/or channel established, the contact center may attempt to reach the contact with a decreased likelihood of the attempt being consider a nuisance.

公开(公告)号：US09116772B2

公开(公告)日：2015-08-25

申请号：US13624925

申请日：2012-09-22

Applicant: Avaya Inc.

Inventor： Thorsten Ohrstrom-Sandgren ,  Kurt Haserodt ,  William T. Walker

IPC: G06F15/16 ,  G06F9/445

CPC classification number: H04W4/50 ,  G06F8/65 ,  H04L41/5054 ,  H04M1/72563 ,  H04W4/60

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在正在升级的通信系统中的各种服务器之间分配的多个组件，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：US20150230086A1

公开(公告)日：2015-08-13

申请号：US14690840

申请日：2015-04-20

Applicant: Avaya Inc.

Inventor： Jon Louis BENTLEY ,  George William Erhart ,  Lawrence O'Gorman ,  Michael J. SAMMON ,  David Joseph SKIBA

IPC: H04W12/06 ,  H04L29/06 ,  H04L29/12 ,  H04W12/08

CPC classification number: H04W12/06 ,  G06F21/34 ,  H04L61/609 ,  H04L63/08 ,  H04L63/0853 ,  H04L63/107 ,  H04W12/08 ,  H04W88/02

Abstract: Methods and apparatus are disclosed for authenticating a user based on the geo-location history of a geo-location-enabled wireless device (e.g., a GPS-enabled wireless telecommunications terminal, a smart card, an RFID tag, etc.). In a first illustrative embodiment, a user of a geo-location-enabled wireless telecommunications terminal (e.g., a GPS-enabled cell phone, a GPS-enabled notebook computer, etc.) who attempts to access a restricted resource is challenged with one or more questions that are generated from the terminal's geo-location history. In a second illustrative embodiment, a user of a data-processing system who attempts to access a restricted resource is asked to provide a username Z. The user is then challenged with one or more questions that are generated from the geo-location history of a wireless device that is associated with username Z (e.g., a cell phone that belongs to the user whose username is Z, etc.).

Abstract translation: 公开了基于启用地理位置的无线设备（例如，启用GPS的无线电信终端，智能卡，RFID标签等）的地理位置历史来验证用户的方法和装置。 在第一示例性实施例中，试图访问受限资源的地理位置使能的无线电信终端（例如，启用GPS的手机，支持GPS的笔记本电脑等）的用户受到一个或多个 从终端的地理位置历史生成的更多问题。 在第二说明性实施例中，要求尝试访问受限资源的数据处理系统的用户提供用户名Z.然后，向用户挑战一个或多个从地理位置历史生成的问题 与用户名Z相关联的无线设备（例如，属于用户名为Z的用户的手机等）。

公开(公告)号：US20150221299A1

公开(公告)日：2015-08-06

申请号：US14172297

申请日：2014-02-04

Applicant: Avaya, Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/08 ,  H04M3/51 ,  G10L25/48

CPC classification number: G10L15/08 ,  G10L25/48 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/2227 ,  H04M3/51 ,  H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/404

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

Abstract translation: 联络中心代理商经常在其他代理商附近工作。 作为主要代理人进行呼叫，可以由主代理的麦克风拾取相邻代理语音。 使用自动语音识别系统的联络中心可以监控代理人的关键词语，并且如果检测到，则相应地进行响应。 确定主要代理人是一个关键术语，当关键术语的真正发言人是相邻代理人时，可能会导致错误或其他问题。 至少表征主代理的语音，然后，一旦检测到关键术语，确定是否是主要代理人谈论关键术语，可能有助于减少错误。 此外，由于非关键术语可能被快速丢弃，并且可选地，被确定为不被主代理人讲话的关键术语也可能被丢弃，而无需进一步处理，可以减少计算要求。

公开(公告)号：US20150220368A1

公开(公告)日：2015-08-06

申请号：US14688270

申请日：2015-04-16

Applicant: Avaya Inc.

Inventor： Phil Edholm ,  Harvey Waxman

IPC: G06F9/50 ,  G06F9/455

CPC classification number: G06F9/5077 ,  G06F9/45558 ,  G06F9/5083 ,  G06F2009/45575 ,  G06F2209/501 ,  G06F2209/5018

Abstract: The system includes a virtualized environment having at least one partition. An instance of an application executes in the partition. The application instance is not dedicated to a single user or element. Rather, the application instance may be shared or parsed out to two or more users or elements. To accomplish this sharing, the static data (which is common to all the elements or users) may be maintained in the partition or is loaded at runtime. The dynamic data (the data which is unique to each instantiation and associated with the element requesting the application) can be loaded when an instance is dedicated to execute for a particular element or user. Thus, various elements can share instances of an application and there need not be instances dedicated to particular elements.

Abstract translation: 该系统包括具有至少一个分区的虚拟化环境。 应用程序的实例在分区中执行。 应用程序实例不专用于单个用户或元素。 相反，应用实例可以被共享或解析成两个或更多个用户或元素。 为了完成这种共享，可以在分区中维护静态数据（所有元素或用户通用的），或者在运行时加载静态数据。 当实例专用于为特定元素或用户执行时，可以加载动态数据（每个实例化唯一的数据，并与请求应用程序的元素相关联）。 因此，各种元素可以共享应用的实例，并且不需要专用于特定元素的实例。

公开(公告)号：US20150207938A1

公开(公告)日：2015-07-23

申请号：US14674560

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。