公开(公告)号：US09197580B2

公开(公告)日：2015-11-24

申请号：US13929551

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner ,  Tony McCormack

IPC: H04M7/00 ,  H04L12/923 ,  H04L29/08 ,  H04L29/14

CPC classification number: H04L47/762 ,  H04L67/1004 ,  H04L67/1034 ,  H04L69/40

Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.

Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。

公开(公告)号：US20150207937A1

公开(公告)日：2015-07-23

申请号：US14160781

申请日：2014-01-22

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Paul Denby ,  Tony McCormack

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5141

Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.

Abstract translation: 公开了一种用于多信道路由管理的多信道路由系统。 多通道路由系统包括数据挖掘模块，其被配置为收集多个代理简档和与一个或多个输入工作项相关联的多个参数。 多通道路由系统还包括监视器模块，其被配置为监视代理的当前状态和进入的工作项的优先级。 多通道路由系统还包括分析模块，该分析模块被配置为基于所监视的代理的当前状态和所接收的工作项的优先级来生成代理的多重配置。 多通道路由系统还包括分配模块，其被配置为基于所生成的多重配置向代理分配多个媒体信道，其中媒体信道的分配使得多信道路由管理成为可能。

公开(公告)号：US20150195404A1

公开(公告)日：2015-07-09

申请号：US14149182

申请日：2014-01-07

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  James Bourke ,  Sean Corcoran

IPC: H04M3/51 ,  G06F3/0484 ,  G06F3/0486 ,  G06Q10/06 ,  G06Q40/00

CPC classification number: H04M3/5175 ,  G06F3/04847 ,  G06Q10/0637 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M2203/401 ,  H04M2203/402

Abstract: An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.

Abstract translation: 公开了一种用于在联络中心生成业务目标的视觉表示的优化系统。 优化系统包括一个监视器模块，用于监视联络中心业务目标的当前状态。 优化系统还包括计算模块，其被配置为计算业务目标的值并生成视觉表示。 优化系统还包括拖动模块，其被配置为使得用户能够将业务目标的价值从实际操作值改变为期望的操作值。 优化系统还包括显示模块，其被配置为由于业务目标的价值的变化来显示关联业务目标的值的修改。

公开(公告)号：US09020134B1

公开(公告)日：2015-04-28

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。

公开(公告)号：US20150098560A1

公开(公告)日：2015-04-09

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。

公开(公告)号：US08948369B2

公开(公告)日：2015-02-03

申请号：US13925024

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/523 ,  H04M2203/401

Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract translation: 提供了一种用于提高联络中心内的性能的方法和系统。 该方法包括监视与具有与其相关联的一个或多个代理的联络中心对应的一个或多个关键绩效指标（KPI）。 该方法还包括基于分配给每个关键性能指标的权重来确定KPI的加权和。 此外，该方法包括修改联络中心内的一个或多个参数，以便当KPI的加权和跨越超过阈值水平时改善KPI的加权和。

公开(公告)号：US20150006947A1

公开(公告)日：2015-01-01

申请号：US13929551

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner ,  Tony McCormack

IPC: H04L12/24 ,  H04L12/923

CPC classification number: H04L47/762 ,  H04L67/1004 ,  H04L67/1034 ,  H04L69/40

Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.

Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。

公开(公告)号：US20140289326A1

公开(公告)日：2014-09-25

申请号：US13849516

申请日：2013-03-24

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Desmond Kirrane ,  Paul D'Arcy

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

Abstract translation: 提供企业会议处理系统。 会议处理系统包括用于确定会议桥的状态的状态确定模块。 会议处理系统还包括一个与会者路由模块，用于基于会议桥的状态将与会者路由到包括活动会话和等待会话的会话中，与会者路由模块进一步确定活动会话的上下文状态。 会议处理系统还包括与会者服务模块，用于基于活动会话的上下文状态向与会者提供服务进入等待会话。 会议处理系统还包括与会者邀请模块，用于在等待会话和活动会话中添加具有特定配置文件的附加与会者，这是基于没有具有相似配置文件的与会者的。

公开(公告)号：US20140096196A1

公开(公告)日：2014-04-03

申请号：US13630137

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Dara Geary ,  Tony McCormack

IPC: G06F21/00

CPC classification number: G06F21/36

Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.

Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。

公开(公告)号：US11310337B2

公开(公告)日：2022-04-19

申请号：US14585376

申请日：2014-12-30

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Tony McCormack

IPC: G06F3/01 ,  G06F3/0484 ,  H04L67/306 ,  G06F3/04895 ,  G06F9/451

Abstract: Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.