公开(公告)号：US10298765B2

公开(公告)日：2019-05-21

申请号：US14516783

申请日：2014-10-17

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

公开(公告)号：US10282213B2

公开(公告)日：2019-05-07

申请号：US13908240

申请日：2013-06-03

Applicant: Avaya Inc.

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

IPC: G06F9/445 ,  H04M3/493 ,  G10L15/183

Abstract: A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required.

公开(公告)号：US09781268B2

公开(公告)日：2017-10-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

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

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

公开(公告)号：US09699256B2

公开(公告)日：2017-07-04

申请号：US13629898

申请日：2012-09-28

Applicant: Avaya Inc.

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

IPC: G06F15/173 ,  H04L29/08 ,  G06F9/54 ,  G06Q30/04

CPC classification number: H04L67/18 ,  G06F9/542 ,  G06Q30/04 ,  H04L67/1091

Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.

公开(公告)号：US09628625B2

公开(公告)日：2017-04-18

申请号：US14554143

申请日：2014-11-26

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack ,  Joseph Smyth

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

CPC classification number: H04M3/5238 ,  H04M3/5235

Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

公开(公告)号：US20170034680A1

公开(公告)日：2017-02-02

申请号：US14809734

申请日：2015-07-27

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04W4/22 ,  G08B25/01 ,  H04M1/725 ,  G04G21/06 ,  H04W4/02 ,  G10L15/22 ,  G04G21/08 ,  H04B1/3827 ,  H04W52/02

CPC classification number: G04G21/08 ,  G04G21/06 ,  G08B25/016 ,  G10L15/22 ,  H04B1/385 ,  H04M1/72541 ,  H04W4/02 ,  H04W4/90 ,  H04W52/027 ,  Y02D70/00 ,  Y02D70/1242 ,  Y02D70/1262 ,  Y02D70/142 ,  Y02D70/144 ,  Y02D70/26 ,  Y02D70/40

Abstract: Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.

Abstract translation: 公开了一种用于从可穿戴式计算设备隐藏传输辅助请求消息的方法和装置。 在一个实施例中，可穿戴计算设备接收隐蔽输入并发送相应的辅助请求消息，而不呈现这样的请求消息正在或已被发送的指示。 因此，如果相应的肇事者检测到紧急援助的呼叫，紧急情况下的用户可能会恶化，可以使用可穿戴式计算机设备以隐蔽的方式发送辅助请求消息。

公开(公告)号：US20160381221A1

公开(公告)日：2016-12-29

申请号：US14751988

申请日：2015-06-26

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/51 ,  G08B5/36 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  G08B5/36

Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.

Abstract translation: 可穿戴计算设备。 可穿戴计算设备包括无线通信接口和耦合到无线通信接口的处理器设备。 处理器设备被配置为监视穿戴式计算设备的佩戴者的个人表演活动。 处理器设备还被配置为经由无线通信接口接收业务性能度量警报，其指示量化个人的业务绩效度量的业务绩效量度量度值是不期望的值。 处理器设备还被配置为向可穿戴计算设备的佩戴者通知可穿戴计算设备已经接收到业务性能度量警报。

公开(公告)号：US09525776B2

公开(公告)日：2016-12-20

申请号：US14590330

申请日：2015-01-06

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/5141 ,  H04M3/5183 ,  H04M2203/558 ,  H04M2203/655

Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.

Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的响应管理系统。 响应管理系统包括用于监视与客户和资源之间的至少一个通信会话相关联的一个或多个参数的监视模块，其中资源向客户提供一个或多个响应。 响应管理系统还包括用于存储一个或多个被监视参数的数据库。 响应管理系统还包括处理模块，用于处理一个或多个存储的参数以确定客户的一个或多个特征。 响应管理系统还包括响应准备模块，用于基于一个或多个确定的特征来准备一个或多个响应。

公开(公告)号：US09413890B2

公开(公告)日：2016-08-09

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：US20160127544A1

公开(公告)日：2016-05-05

申请号：US14529567

申请日：2014-10-31

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: H04M3/428 ,  G06F3/0484 ,  H04M1/725 ,  H04M3/51 ,  H04M3/42 ,  G06F3/01 ,  G06F3/0485

CPC classification number: H04M3/4285 ,  G06F3/013 ,  H04M1/72552 ,  H04M3/5166 ,  H04M3/5232

Abstract: Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.

Abstract translation: 联络中心交互式文本流等待处理被披露。 用户设备发起与自动联络中心设备（ACCD）的通信交互。 在代理等待期间，包括多个文本分量的文本流来自ACCD。 提供文本流的文本组件用于在代理等待期间在显示器的显示区域中呈现。