公开(公告)号：US20150038102A1

公开(公告)日：2015-02-05

申请号：US13959517

申请日：2013-08-05

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Paul Roller Michaelis

IPC: H04M3/42 ,  H04M3/51

CPC classification number: H04M3/42221 ,  H04M3/5116 ,  H04M3/5307

Abstract: A communication endpoint is configured to record content which may be audio content, video content, and/or other content and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermine amount of time may be transmitted when the communication session has been established.

Abstract translation: 通信端点被配置为记录可以是音频内容，视频内容和/或其他内容的内容，并且将记录的内容发送到端点，诸如联络中心。 在一种情况下，通信端点在检测出站用户发起的请求（例如紧急请求）时发起内容记录，并且在通信会话建立时发送所记录的内容。 作为另一示例，通信端点可以以循环方式记录内容，使得当建立通信会话时可以发送对应于预定量的时间的最新内容。

公开(公告)号：US20150026473A1

公开(公告)日：2015-01-22

申请号：US13944368

申请日：2013-07-17

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L63/061 ,  H04L63/0869 ,  H04L63/126 ,  H04L63/1466 ,  H04L63/166 ,  H04L63/205 ,  H04L9/3215

Abstract: Verification of privacy of Web Real-Time Communications (WebRTC) media channels via corresponding WebRTC data channels, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for verifying privacy of a WebRTC media channel comprises establishing the WebRTC media channel between first and second WebRTC clients using a keying material. The method further comprises establishing a corresponding WebRTC data channel between the first and second WebRTC clients using the keying material, and negotiating, in the WebRTC data channel, a cryptographic key exchange. The method also comprises generating a first and a second Short Authentication String (SAS) based on the cryptographic key exchange in the WebRTC data channel. The method further comprises displaying the first SAS and the second SAS, such that a mismatch between the first SAS and the second SAS indicates an existence of a man-in-the-middle (MitM) attacker.

Abstract translation: 公开了通过相应的WebRTC数据信道验证Web实时通信（WebRTC）媒体信道的隐私，以及相关方法，系统和计算机可读介质。 在这方面，在一个实施例中，用于验证WebRTC媒体信道的隐私的方法包括使用密钥材料在第一和第二WebRTC客户端之间建立WebRTC媒体信道。 该方法还包括使用密钥材料在第一和第二WebRTC客户端之间建立相应的WebRTC数据信道，并且在WebRTC数据信道中协商加密密钥交换。 该方法还包括基于WebRTC数据信道中的加密密钥交换产生第一和第二短认证字符串（SAS）。 该方法还包括显示第一SAS和第二SAS，使得第一SAS和第二SAS之间的不匹配指示中间人（MitM）攻击者的存在。

公开(公告)号：US20150006611A1

公开(公告)日：2015-01-01

申请号：US13931970

申请日：2013-06-30

Applicant: Avaya Inc.

Inventor： Alan B. Johnston ,  John H. Yoakum

IPC: H04L29/08

CPC classification number: H04L67/02

Abstract: Back-to-back Web Real-Time Communication (WebRTC) virtual agents, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing back-to-back virtual WebRTC agents comprises receiving, by a WebRTC server executing on a computing device, a WebRTC offer/answer exchange between first and second WebRTC clients. The method further comprises instantiating one or more virtual WebRTC agents. The method also comprises establishing a first WebRTC interactive flow between the first WebRTC client and one of the one or more virtual WebRTC agents, and a second WebRTC interactive flow between the second WebRTC client and one of the one or more virtual WebRTC agents. The method additionally comprises directing a content of the first WebRTC interactive flow to the second WebRTC interactive flow, and a content of the second WebRTC interactive flow to the first WebRTC interactive flow, via the one or more virtual WebRTC agents.

Abstract translation: 本文公开了背靠背Web实时通信（WebRTC）虚拟代理以及相关方法，系统和计算机可读介质。 在一个实施例中，用于提供背靠背虚拟WebRTC代理的方法包括由在计算设备上执行的WebRTC服务器接收第一和第二WebRTC客户端之间的WebRTC报价/答复交换。 该方法还包括实例化一个或多个虚拟WebRTC代理。 该方法还包括在第一WebRTC客户端和一个或多个虚拟WebRTC代理之一之间建立第一WebRTC交互流，以及在第二WebRTC客户端与一个或多个虚拟WebRTC代理之一之间建立第二WebRTC交互流。 该方法还包括经由一个或多个虚拟WebRTC代理将第一WebRTC交互流的内容引导到第二WebRTC交互流，以及将第二WebRTC交互流的内容引导到第一WebRTC交互流。

公开(公告)号：US11095704B2

公开(公告)日：2021-08-17

申请号：US14812290

申请日：2015-07-29

Applicant: Avaya Inc.

Inventor： Clark D. Petrie ,  John H. Yoakum

IPC: H04L29/08

Abstract: A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component. The sensor controller is configured to receive the at least one environmental characteristic value from the at least one environmental sensor, and transmit information based on the at least one environmental characteristic value to a network.

公开(公告)号：US20190058744A1

公开(公告)日：2019-02-21

申请号：US15679575

申请日：2017-08-17

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  John H. Yoakum ,  Paul D'Arcy

IPC: H04L29/06 ,  H04L29/08 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04L65/4007 ,  H04L51/04 ,  H04L51/10 ,  H04L51/24 ,  H04L51/36 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/1043 ,  H04L65/1053 ,  H04L65/608 ,  H04L67/24 ,  H04M3/42365 ,  H04M3/42382 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/0036 ,  H04M2203/651

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.

公开(公告)号：US20190044937A1

公开(公告)日：2019-02-07

申请号：US16144709

申请日：2018-09-27

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Joel Ezell ,  Alan B. Johnston

IPC: H04L29/06

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

公开(公告)号：US10129243B2

公开(公告)日：2018-11-13

申请号：US14141798

申请日：2013-12-27

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Kundan Singh ,  Joel Ezell ,  Alan B. Johnston

IPC: H04L29/06 ,  H04L29/12

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

公开(公告)号：US09749363B2

公开(公告)日：2017-08-29

申请号：US14255429

申请日：2014-04-17

Applicant: Avaya Inc.

Inventor： Mehmet Balasaygun ,  Joel Ezell ,  John H. Yoakum

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/105 ,  H04L65/1069

Abstract: Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device.

公开(公告)号：US20170178051A1

公开(公告)日：2017-06-22

申请号：US14971501

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： Jonathan Silverman ,  John H. Yoakum

IPC: G06Q10/06 ,  G08B5/22

CPC classification number: G06Q10/063116 ,  G06Q10/06315

Abstract: Selecting deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically determines a contact load parameter and a contact load threshold for a contact center. If the contact load parameter for the contact center exceeds the contact load threshold, the controller automatically selects one or more deployable resources from a resource pool by receiving personal information about each of the deployable resources in the resource pool via a respective wearable device configured to be worn by each deployable resource and comparing the personal information based on a selection criterion for each deployable resource. The controller selects one or more deployable resources based on the comparisons. The selected deployable resources are then notified to request their assistance with respect to the contact center.

公开(公告)号：US20170178040A1

公开(公告)日：2017-06-22

申请号：US14971592

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jonathan Silverman ,  Cynthia S. Mitchell

IPC: G06Q10/06

CPC classification number: G06Q10/06311

Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.