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公开(公告)号：US11283924B2
公开(公告)日：2022-03-22
申请号：US14486001
申请日：2014-09-15
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , John H. Yoakum
IPC: G06F16/2457 , G06F16/242 , G06F16/335 , G06F16/9032 , H04M3/51 , H04M3/523 , H04L67/50 , G06Q10/10 , G06F16/2453 , G06F16/2455 , H04L67/02 , H04L67/306 , H04L67/14
Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.
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公开(公告)号：US10951398B2
公开(公告)日：2021-03-16
申请号：US15970279
申请日：2018-05-03
Applicant: Avaya Inc.
Inventor： Neil O'Connor
Abstract: Executable code, placed into a plurality of computing resources forming a distributed ledger, (e.g., “smart contracts”) are provided to enable communicating between parties without requiring trust or an intermediary, such as a broker or escrow service. Data may be deposited in a secure data storage for access by a party who satisfies the condition of the smart contract. A resource holding the deposited data then activates a link upon receiving an access token, as produced as a result of satisfying the smart contract. The distributed ledger is then updated to enable other parties to see a description of the data and the terms.
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公开(公告)号：US10862929B2
公开(公告)日：2020-12-08
申请号：US16599185
申请日：2019-10-11
Applicant: Avaya Inc.
Inventor： Neil O'Connor , John H. Yoakum , Paul D'Arcy
Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.
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公开(公告)号：US10715663B2
公开(公告)日：2020-07-14
申请号：US16586221
申请日：2019-09-27
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Amit Mishra , Joel Ezell
Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.
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公开(公告)号：US20200028966A1
公开(公告)日：2020-01-23
申请号：US16586221
申请日：2019-09-27
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Amit Mishra , Joel Ezell
IPC: H04M3/51
Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.
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Patent Agency Ranking
公开(公告)号：US10477018B2
公开(公告)日：2019-11-12
申请号：US15847110
申请日：2017-12-19
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Amit Mishra , Joel Ezell
Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.
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公开(公告)号：US10469662B2
公开(公告)日：2019-11-05
申请号：US14299153
申请日：2014-06-09
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack
Abstract: An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.
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公开(公告)号：US10382628B2
公开(公告)日：2019-08-13
申请号：US14294562
申请日：2014-06-03
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Robert C. Steiner , Tony McCormack , John McGreevy
Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.
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公开(公告)号：US10356242B2
公开(公告)日：2019-07-16
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US09549070B2
公开(公告)日：2017-01-17
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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