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公开(公告)号：US20200028967A1
公开(公告)日：2020-01-23
申请号：US16587588
申请日：2019-09-30
申请人： Avaya Inc.
发明人： Neil O'Connor , Tony McCormack
摘要： Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session.
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公开(公告)号：US20200028882A1
公开(公告)日：2020-01-23
申请号：US16040456
申请日：2018-07-19
申请人： Avaya Inc.
发明人： Vivek Joshi , Abhishek Gupta , Dhananjay Shende
IPC分类号： H04L29/06
摘要： A request to establish a communication session between a first communication endpoint to a second communication endpoint is received. A determination is made that the request to establish the communication session requires an application to be inserted into the communication session between the first communication endpoint and the second communication endpoint. For example, the application may be a call recording application. A first processing resource in a first idle communication endpoint is selected based on an idleness factor of the first processing resource. The application is sent to the first idle communication endpoint. The application in the first idle communication endpoint is then inserted into the communication session between the first communication endpoint and the second communication endpoint.
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公开(公告)号：US20200028803A1
公开(公告)日：2020-01-23
申请号：US16042075
申请日：2018-07-23
申请人： AVAYA INC.
发明人： Ahmed Helmy
摘要： Embodiments of the disclosure provide systems and methods for utilizing chatbots to support interactions with human users and more particularly to using multiple chatbots from different communication channels and/or in different domains to support an interaction with a user on a single communication channel and/or in a single domain. Generally speaking, embodiments of the present disclosure are directed to allowing multiple chatbots that operate on different communication channels and/or in different domains to socialize amongst one another. This socialization of chatbots operating on different communication channels and/or in different domains allows each chatbot to call upon one another to help engage in a transaction with a customer. In addition to facilitating a communication session in which two or more chatbots are socialized together to help prepare coherent responses to user inputs, the socialization of chatbots can also facilitate the automated training of chatbots.
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公开(公告)号：US20200028710A1
公开(公告)日：2020-01-23
申请号：US16039585
申请日：2018-07-19
申请人： AVAYA INC.
发明人： Manish Chatterjee , Shobhit Mishra
摘要： Embodiments of the disclosure provide systems and methods for exchanging media through an edge server between different communication networks. According to one embodiment, an edge element can receive, during initiation of a call session between a calling endpoint on a first communication network and a remote endpoint on a second communication network, a message to the remote endpoint to check media connectivity in the call session. A determination can be made as to whether media connectivity is available between the calling endpoint and the remote endpoint. In response to determining media connectivity is not available between the calling endpoint and the remote endpoint, the call session can be conducted between the calling endpoint and the remote endpoint using tunneling of multiplexed media streams through a selected port of the edge element. Each of the multiplexed media streams are identified by a unique stream identifier.
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65.发明申请公开(公告)号：US20200007333A1
公开(公告)日：2020-01-02
申请号：US16025090
申请日：2018-07-02
申请人： Avaya Inc.
发明人： John A. Young
摘要： According to one embodiment, providing identity authentication can comprise registering, by an identity server, Proof Of Identity (POI) information in an identity record for a user of a Rich Communications Services (RCS) network in a secure store and a hash of an identity claim token for the user in an identity management blockchain. The identity server can receive a request to authenticate the user and, in response to the request, provide an encrypted identity claim token for the user. The encrypted identity claim token can comprise a attestation of a certifying authority and, when decrypted and hashed can match the hash of identity claim token in the identity management blockchain when the user is authentic. An authentication score indicating a degree to which received biometric data of the user and device data matches a set of baseline biometric and device date can also be provided in response to the request.
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公开(公告)号：US10475042B2
公开(公告)日：2019-11-12
申请号：US14273255
申请日：2014-05-08
申请人： Avaya Inc.
发明人： David Skiba , Peter Finney , Andrew Maher
摘要： Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.
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公开(公告)号：US10469538B2
公开(公告)日：2019-11-05
申请号：US15087769
申请日：2016-03-31
申请人： Avaya Inc.
摘要： 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.
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公开(公告)号：US10469537B2
公开(公告)日：2019-11-05
申请号：US14872496
申请日：2015-10-01
申请人： Avaya Inc.
摘要： 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.
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公开(公告)号：US10462151B2
公开(公告)日：2019-10-29
申请号：US14943635
申请日：2015-11-17
申请人： Avaya Inc.
发明人： Tony McCormack , John H. Yoakum , David Skiba
摘要： 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.
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公开(公告)号：US10455055B2
公开(公告)日：2019-10-22
申请号：US14746987
申请日：2015-06-23
申请人： Avaya Inc.
IPC分类号： G06F15/177 , H04L29/08
摘要： 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.
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