公开(公告)号：US10469538B2

公开(公告)日：2019-11-05

申请号：US15087769

申请日：2016-03-31

Applicant: Avaya Inc.

Inventor： Harsh V. Mendiratta ,  Tibor Lukac ,  Stephen Andrew Baker

IPC: G06F15/16 ,  H04L29/06 ,  H04L29/14

Abstract: In response to a failure of a SIP dialog between a first communication endpoint and a first communication application (i.e., when a session manager fails), a first Session Initiation Protocol (SIP) INVITE with replaces header message received from the first communication endpoint. The first SIP INVITE with replaces header message comprises a Session Description Protocol (SDP) offer and a first request Universal Resource Identifier (URI) that identifies the first communication application. In response to receiving the first SIP INVITE with replaces header message, a second SIP INVITE with replaces header message is sent to a second communication application. The second SIP INVITE with replaces header message is used to reestablish all the SIP failed dialogs in order to reestablish the original communication session and reestablish the original media stream.

公开(公告)号：US10469537B2

公开(公告)日：2019-11-05

申请号：US14872496

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Thorsten Ohrstrom Sandgren

IPC: G06F15/16 ,  H04L29/06

Abstract: When a communication session is established, a primary sequenced application is sequenced into the communication session. At some point, the primary sequenced application fails. Before the communication session has been reestablished, an in-dialog message is received for the first communication session. In response to determining that the primary sequenced application has failed and receiving the in-dialog message for the first communication session, reestablishment of the first communication session is expedited to a backup sequenced application. The communication session is reestablished. This allows a communication session that was normally going to be dropped to stay established, thus providing higher reliability over current systems.

公开(公告)号：US10462151B2

公开(公告)日：2019-10-29

申请号：US14943635

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  John H. Yoakum ,  David Skiba

IPC: H04L29/06 ,  G06Q50/00

Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US10455055B2

公开(公告)日：2019-10-22

申请号：US14746987

申请日：2015-06-23

Applicant: Avaya Inc.

Inventor： Luciano Godoy Fagundes

IPC: G06F15/177 ,  H04L29/08

Abstract: A common vendor application that can be called from multiple vendor applications is loaded onto a communication device. When the common vendor application is called from an application provided by a vendor, the common vendor application sends a request to access vendor configuration information to a common vendor server. The request includes a vendor identifier that uniquely identifies the vendor. In response to receiving the request to access the vendor configuration information, the common vendor server identifies vendor configuration information for the vendor. The vendor configuration information is sent the common vendor application on the communication device. The common vendor application uses the vendor configuration information to customize the common vendor application specific to the vendor. This allows multiple vendors to use the same common vendor application, but to have a common look-and-feel. It also reduces the number of applications necessary to support multiple vendors.

公开(公告)号：US10425534B2

公开(公告)日：2019-09-24

申请号：US14672409

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  Tommy Moran ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

公开(公告)号：US10389879B2

公开(公告)日：2019-08-20

申请号：US15599537

申请日：2017-05-19

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04M3/493 ,  G06F17/27 ,  H04M3/51 ,  H04M3/58

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US10375244B2

公开(公告)日：2019-08-06

申请号：US12186905

申请日：2008-08-06

Applicant: Deborah Hill ,  Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Katherine A. Sobus ,  Rodney A. Thomson

Inventor： Deborah Hill ,  Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: H04M3/523 ,  G06Q30/00 ,  G06Q30/02 ,  H04W4/02 ,  H04L29/08

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

公开(公告)号：US10354654B2

公开(公告)日：2019-07-16

申请号：US14301901

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Rein Sikveland ,  David Zeitlyn

IPC: G10L17/00 ,  G10L25/03 ,  G10L25/48

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.

公开(公告)号：US10348416B2

公开(公告)日：2019-07-09

申请号：US15452130

申请日：2017-03-07

Applicant: Avaya Inc.

Inventor： Azaria Cohen ,  Ori Modai

IPC: H04L27/00 ,  H04B11/00 ,  H04B1/06

Abstract: Embodiments disclosed herein provide systems and methods for acoustically transferring information between systems. In a particular embodiment, a method provides identifying information for acoustic transfer and determining an amount of time corresponding to the information. The method further provides acoustically transmitting a signal at a first time and, upon the amount of time elapsing since the first time, acoustically transmitting the signal at a second time.

公开(公告)号：US10339504B2

公开(公告)日：2019-07-02

申请号：US14318674

申请日：2014-06-29

Applicant: Avaya Inc.

Inventor： Reinhard Klemm

IPC: G06Q10/00 ,  G06Q10/10 ,  G06F16/50 ,  G06F16/60 ,  G06Q50/00

Abstract: Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.