公开(公告)号：US20180213087A1

公开(公告)日：2018-07-26

申请号：US15928487

申请日：2018-03-22

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/523 ,  G06Q30/00 ,  H04M3/493

CPC classification number: H04M3/5232 ,  G06Q30/016 ,  H04M3/493

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 described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

公开(公告)号：US09401989B2

公开(公告)日：2016-07-26

申请号：US14019393

申请日：2013-09-05

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401 ,  H04M2203/402

Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.

Abstract translation: 联络中心审核工作分配引擎通信系统托管多功能自动机器人代理，以发现问题，更新属性，识别和解决问题，并为联络中心经理提供操作支持，创建一个主动和灵活的自动审核与协作 代理人，代理人，监事。

公开(公告)号：US20150350440A1

公开(公告)日：2015-12-03

申请号：US14290654

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/523 ,  G06Q30/00

CPC classification number: H04M3/5232 ,  G06Q30/016 ,  H04M3/493

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 described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible 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的操作，实体，人员和属性的多个节点和关系。 还描述了利用图形数据库进行智能和灵活的工作分配决定的工作分配引擎的操作。

公开(公告)号：US09100486B2

公开(公告)日：2015-08-04

申请号：US14023218

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： Katherine A. Sobus ,  Robert C. Steiner

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/2038

Abstract: A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.

Abstract translation: 在联络中心收到联络人。 例如，联络中心接收到来话语音通话或电子邮件。 确定联系人的复杂性。 联系人的复杂性是代理人处理联系人的困难程度。 例如，代理可能必须根据联系人的类型在呼叫之外进行额外的工作。 响应于确定联系人的复杂性，将联系人路由到联络中心的代理，并且调整代理的补偿以维护联系人。 系统和方法也可以用于由多个代理处理的多个联系人。 此外，系统和方法将与出站联系人一起工作。

公开(公告)号：US20150124954A1

公开(公告)日：2015-05-07

申请号：US14071368

申请日：2013-11-04

Applicant: Avaya Inc.

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

IPC: 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：US20150106798A1

公开(公告)日：2015-04-16

申请号：US14050604

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: G06F9/45

Abstract: Methods and systems are provided that utilize compiler technology in identifying changed critical variables in work assignment code that cause synchronization issues between a master system and another server. The identified changed critical variables are shared by the master server in a high availability environment. In general, the sharing of changed critical variables includes sending, via a master system, changed code or critical variables to a receiving system. The receiving system can implement the changed code or critical variables to maintain synchronization with the master system.

Abstract translation: 提供了方法和系统，利用编译器技术来识别在主系统和另一个服务器之间导致同步问题的工作分配代码中的变化的关键变量。 已识别的更改的关键变量由主服务器在高可用性环境中共享。 通常，变更的关键变量的共享包括通过主系统向接收系统发送改变的代码或关键变量。 接收系统可以实现更改的代码或关键变量，以保持与主系统的同步。

公开(公告)号：US20140365440A1

公开(公告)日：2014-12-11

申请号：US13910881

申请日：2013-06-05

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: G06F17/30

CPC classification number: G06F16/128 ,  G06F11/1438 ,  G06F11/1662 ,  G06F11/2038 ,  G06F11/2097

Abstract: A high availability contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein enables snapshots of one instance of a work assignment engine to be transmitted to another server instance where they can be loaded and used as a backup to the original work assignment engine.

Abstract translation: 描述高可用性接触中心以及用于施用它的各种方法和机制。 这里提出的联络中心使得工作分配引擎的一个实例的快照被发送到另一个服务器实例，在另一个服务器实例中，可以将它们加载并用作原始工作分配引擎的备份。

公开(公告)号：US08873734B2

公开(公告)日：2014-10-28

申请号：US13837272

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Marc A. Geist

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

Abstract translation: 公开了事件记录和分析系统和方法。 事件记录和分析系统被描述为被配置为分析由联络中心中的工作分配引擎做出的决定，将决策映射到联络中心实体的一个或多个事件，以及将关于事件的信息存储在与 联络中心实体，存储在缓冲区中的信息描述新决定如何影响联络中心实体。

公开(公告)号：US20140278465A1

公开(公告)日：2014-09-18

申请号：US13836723

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Robert C. Steiner

IPC: G06F19/00

CPC classification number: G06Q10/10

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In particular, the contact center may be configured to execute a work assignment engine and the contact center may also contain a health monitoring module that is configured to monitor events in the work assignment engine, compare the monitored events with a grammar defining expected events and an expected sequence of the expected events, and determine whether the work assignment engine is behaving appropriately based on the comparison.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 特别地，联络中心可以被配置为执行工作分配引擎，并且联络中心还可以包含健康监控模块，其被配置为监视工作分配引擎中的事件，将监视的事件与定义预期事件的语法进行比较，以及 预期事件的预期顺序，并且基于比较来确定工作分配引擎是否正确地行为。

公开(公告)号：US20140270138A1

公开(公告)日：2014-09-18

申请号：US13836038

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。