公开(公告)号：US09088689B2

公开(公告)日：2015-07-21

申请号：US13928081

申请日：2013-06-26

Applicant: AVAYA, INC.

Inventor： Oren Navon ,  Yaniv Levy ,  Itai E. Zilbershtein ,  Nadav Ramati

IPC: H04N7/15 ,  H04N7/14 ,  H04M11/08 ,  H04L12/18

CPC classification number: H04N7/142 ,  H04L12/18 ,  H04L12/1827 ,  H04M11/085

Abstract: Disclosed is a system and method for automatic adjustment to a camera field of view based on parameters negotiated during a video conference initiation.

Abstract translation: 公开了一种基于视频会议启动期间协商的参数来自动调整摄像机视野的系统和方法。

公开(公告)号：US20150201073A1

公开(公告)日：2015-07-16

申请号：US14154379

申请日：2014-01-14

Applicant: AVAYA, INC.

Inventor： Mehmet Balasaygun ,  Sandy Abramson

IPC: H04M3/42 ,  H04M3/493 ,  H04L29/06

CPC classification number: H04L65/1069 ,  H04L29/06326 ,  H04L65/1006 ,  H04L67/306 ,  H04M3/42187 ,  H04M3/56 ,  H04M7/006 ,  H04M2203/2011 ,  H04M2203/6009

Abstract: Disclosed is a system and method for enabling a caller to specify call coverage and bridging treatment preferences and or directives. The treatment may be specified by using SIP header parameters of an INVITE request associated with the call. The treatment may also be specified by an enterprise communication system, or equivalent, by engaging an Interactive Voice Response (IVR) system to collect a caller's coverage preferences.

Abstract translation: 公开了一种使呼叫者能够指定呼叫覆盖和桥接治疗偏好和/或指令的系统和方法。 可以通过使用与呼叫相关联的INVITE请求的SIP头部参数来指定治疗。 也可以通过使用交互式语音应答（IVR）系统来收集呼叫者的覆盖偏好，由企业通信系统或等同物来指定治疗。

公开(公告)号：US20150199732A1

公开(公告)日：2015-07-16

申请号：US14154951

申请日：2014-01-14

Applicant: Avaya Inc.

Inventor： Michael VERNICK

IPC: G06Q30/02 ,  H04W4/16 ,  H04W4/00 ,  H04L29/08

CPC classification number: G06Q30/0613 ,  G06Q30/0281 ,  H04L67/025 ,  H04L67/04 ,  H04L67/10 ,  H04L67/18 ,  H04W4/16 ,  H04W4/80

Abstract: Systems, methods, and computer-readable storage media for providing customer service help. The system first receives, from a user device, contact information associated with the user device, wherein the contact information is received via a customer service terminal having a user interface configured to wirelessly receive data from the user device when the user device is within a distance of the customer service terminal. In response to receiving the contact information, the system then identifies a customer service representative associated with the customer service terminal. The system then sends the contact information to a remote device associated with the customer service representative. The customer service representative can then initiate a customer service communication between the user device and the remote device in order to provide customer service help to the user associated with the user device.

Abstract translation: 用于提供客户服务帮助的系统，方法和计算机可读存储介质。 系统首先从用户设备接收与用户设备相关联的联系信息，其中，经由具有用户接口的客户服务终端接收到联系人信息，用户界面被配置为当用户设备处于距离内时从用户设备无线地接收数据 的客户服务终端。 响应于接收到联系信息，系统然后识别与客户服务终端相关联的客户服务代表。 然后，系统将联系人信息发送到与客户服务代表相关联的远程设备。 然后，客户服务代表可以在用户设备和远程设备之间发起客户服务通信，以向与用户设备相关联的用户提供客户服务帮助。

公开(公告)号：US20150195405A1

公开(公告)日：2015-07-09

申请号：US14150060

申请日：2014-01-08

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  David McGlynn

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。

公开(公告)号：US09077550B2

公开(公告)日：2015-07-07

申请号：US13627043

申请日：2012-09-26

Applicant: Avaya, Inc.

Inventor： Srikanth Keesara

IPC: H04J3/16 ,  H04J3/22 ,  H04L12/18 ,  H04L12/46

CPC classification number: H04L12/1836 ,  H04L12/465 ,  H04L12/4666

Abstract: A method, apparatus and computer program product for performing multicast Backbone Media Access Channel (BMAC) header transformations is presented. A packet having a header is received at a network node. The header is modified to produce a packet having a modified header by replacing an original value inside the header with a less granular value. The packet having a modified header is forwarded into a transport network.

Abstract translation: 提出了一种用于执行多播骨干媒体接入信道（BMAC）报头转换的方法，装置和计算机程序产品。 具有报头的分组在网络节点处被接收。 通过用较小的粒度值替换报头内的原始值来修改报头以产生具有修改报头的分组。 具有修改的报头的分组被转发到传输网络中。

公开(公告)号：US20150189084A1

公开(公告)日：2015-07-02

申请号：US14146527

申请日：2014-01-02

Applicant: AVAYA INC.

Inventor： David S. Mohler

IPC: H04M3/51

CPC classification number: H04M3/5116 ,  H04M3/54 ,  H04M2203/2044 ,  H04M2203/306

Abstract: The system of the present disclosure can determine that one or more of a selected person and communication device of the selected person has been or may be impacted by an emergency event and, in response, change one or more of the following: a greeting message provided to a contactor, a status of the selected person, and a communication event treatment of an inbound communication event from the contactor to the selected person and/or communication device to notify the contactor of an impact or potential impact of the emergency event on the selected person and/or communication device and/or service the inbound communication event notwithstanding the impact of the emergency event on the selected person and/or communication device.

Abstract translation: 本公开的系统可以确定所选择的人的选定人员和通信设备中的一个或多个已经或可能受到紧急事件的影响，并且作为响应，改变以下中的一个或多个：提供的问候消息 接触者，所选择的人的状态以及从接触者到所选择的人和/或通信设备的入站通信事件的通信事件处理，以将紧急事件的影响或潜在影响通知给接触者所选择的人 人员和/或通信设备和/或服务入境通信事件，尽管紧急事件对所选人和/或通信设备的影响。

公开(公告)号：US20150181038A1

公开(公告)日：2015-06-25

申请号：US14135945

申请日：2013-12-20

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Ruth Gibson

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393

Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.

Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。

公开(公告)号：US20150180791A1

公开(公告)日：2015-06-25

申请号：US14135880

申请日：2013-12-20

Applicant: AVAYA, INC.

Inventor： Jon Bentley ,  Parameshwaran Krishnan ,  Jean Meloche ,  Peter Tarle

IPC: H04L12/873 ,  H04L12/835 ,  H04L12/801

CPC classification number: H04L47/30 ,  H04L47/17 ,  H04L47/2458 ,  H04L47/525 ,  H04L47/6215 ,  H04L65/1023 ,  H04L65/607 ,  H04L65/80 ,  H04L67/322

Abstract: Disclosed is a system and method for adaptive modification of class of service (DSCP) for supporting bandwidth over-allocation.

Abstract translation: 公开了一种用于自适应修改服务等级（DSCP）以支持带宽过度分配的系统和方法。

公开(公告)号：US20150178660A1

公开(公告)日：2015-06-25

申请号：US14133898

申请日：2013-12-19

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Neil O'Connor ,  Joseph Smyth

IPC: G06Q10/06

CPC classification number: G06Q10/06398

Abstract: A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill.

Abstract translation: 提供了企业自动管理员工技能的技能查找系统。 技能查找系统包括选择模块，其被配置为从雇员数据库中选择企业的至少一名雇员进行技能突变。 技能查找系统还包括突变模块，其被配置为基于预定义的突变规则来突变所选择的至少一个雇员的技能的至少一个属性。 所述技能查找系统还包括更新模块，所述更新模块被配置为基于所选择的雇员的所述至少一个性能反馈和所选择的雇员的至少一个属性中的突变级别终止或保留来自所述雇员数据库的所述突变的至少一个技能属性 技能。

公开(公告)号：US20150156458A1

公开(公告)日：2015-06-04

申请号：US14095605

申请日：2013-12-03

Applicant: AVAYA INC.

Inventor： Stephen Whynot ,  Michael Vernick ,  Greg Osterhout

IPC: H04N7/15

CPC classification number: H04N7/152

Abstract: Disclosed is a system and method for calculating a relative activity factor from a plurality of endpoints in a video conference to affect display layout during the video conference.

Abstract translation: 公开了一种用于在视频会议中从多个端点计算相对活动因子以影响视频会议期间的显示布局的系统和方法。